Operations Manager for Travel Account
3 weeks ago
Direct message the job poster from EXL Service Philippines, Inc.
Senior Manager Talent Acquisition (Support & Leadership) @ EXL RecruitingBasic Function
Operations Management, Process Improvement & People Management
Essential Functions
- Oversee and manage day-to-day operations to ensure all metrics are met, revenue is maximized and team performance is optimized.
- Coordinate operational needs to proactively address potential service delivery concerns.
- Coordinate with the Senior Leadership to revise goals and plans as necessary.
- Implement company policies in all areas of the operations, establish goals for each team and monitor each team's performance against KPI targets.
- Coordinate and participate in the completion of all Operations standards and/or make recommendations for improvements in overall performance including policies and procedures.
- Recommend measures that will improve team performance and communicate all client expectations clearly with peers, Assistant Managers and Travel Counselors.
- Recognize Assistant Managers' needs and expectations for them to effectively carry out their tasks.
- Monitor Assistant Managers' level of efficiency in handling their respective Travel Counselors, provide coaching and delegate certain tasks that will develop their leadership, problem solving and decision making skills.
- Recognize performers and recommend development plan for qualified performers.
- Recommend and help implement employee engagement activities that will help in retaining key performers.
- Prepare and recommend staff schedules based on opportunities identified and volume trend.
- Develop procedures/guidelines that will improve policies and quality standards.
- Ability to take on ad hoc tasks as required.
- Ability to work effectively in a dynamic, fast-paced environment.
Primary Internal Interactions
Travel Counselors/Leadership
Primary External Interactions
Client Stakeholder/s in seeking additional information or clarification, presentation of performance and implemented solutions.
Seniority levelMid-Senior level
Employment typeFull-time
Job functionManagement, Customer Service, and Other
IndustriesTelephone Call Centers and Transportation, Logistics, Supply Chain and Storage
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