Senior Manager-Voice-Customer Service

Job Description: The Senior Operations Manager – BPO Travel Industry is responsible for leading and optimizing travel-related outsourcing operations. The role ensures operational excellence, client satisfaction, and strategic alignment by managing teams, refining processes, and leveraging industry-specific technologies.

Responsibilities: Key Responsibilities

1. Operational Leadership and Performance Management

• Manage day-to-day operations across multiple teams or sites, ensuring the achievement of financial, operational, and service-level KPIs.
• Monitor performance metrics and identify data-driven opportunities for improvement in quality, speed, and cost-efficiency.
• Strategize for peak travel seasons to maintain consistent service delivery and scalability.

2. Team Management and Development

• Lead and mentor Operations Managers and frontline staff, fostering a high-performance, engaged workforce.
• Oversee recruitment, onboarding, and performance reviews, ensuring GDS (e.g., Sabre) proficiency and relevant skills.
• Develop communication strategies to align teams with client expectations and company goals.

3. Client Relationship and Stakeholder Management

• Maintain strong client partnerships through regular interaction and strategic alignment.
• Collaborate cross-functionally with departments such as Finance, HR, and IT to support business objectives.
• Propose and implement improvements to client travel programs, enhancing compliance, booking efficiency, and traveler satisfaction.

4. Process Optimization and Technology Integration

• Streamline processes and reduce operational costs while improving customer experience.
• Integrate and optimize travel technologies including GDS platforms, CRM systems, and online booking tools.
• Identify and implement automation opportunities, such as AI in customer service or cloud-based systems.

5. Compliance and Risk Management

• Ensure adherence to travel regulations, data protection laws (e.g., GDPR), and payment security standards (e.g., PCI DSS).
• Conduct risk assessments and implement proactive measures to mitigate service disruptions and compliance risks.

6. Budget and Resource Management

• Develop and manage operational budgets with a focus on efficiency and service quality.
• Oversee allocation of resources including staffing, vendor management, and technology investments.

7. Travel Program Administration

• Supervise end-to-end travel processes such as booking, itinerary management, and collateral delivery.
• Support the rollout of travel management tools and policies, and contribute to program innovation (e.g., sustainability initiatives, duty-of-care enhancements).

Qualifications: Qualifications and Skills

Experience

• Minimum of 5 years of operations management experience, with at least 3–5 years in the BPO or corporate travel industry.
• Proven ability to manage contact center or travel program operations in an outsourcing context.

Technical Skills

• Expertise in GDS platforms (e.g., Sabre, Amadeus) and travel management tools (e.g., Concur).
• Strong command of data analytics and performance tracking tools.
• Familiarity with automation and AI tools in travel and customer service functions.

Soft Skills

• Strong leadership, interpersonal, and communication skills.
• High adaptability, multitasking, and problem-solving abilities under pressure.
• Client-oriented mindset with a focus on tailored business travel solutions.

Industry Knowledge

• Deep understanding of corporate travel trends, traveler experience enhancement, and duty-of-care practices.
• Knowledge of BPO best practices including SLA management, process optimization, and client-centric service delivery.

Work Environment

• Location: Typically office-based in a BPO hub, with potential for hybrid work. May require occasional travel (10–15%) for client meetings or site visits.
• Work Hours: Full-time, with flexibility to accommodate client time zones or urgent travel-related issues.
• Environment: Dynamic, client-focused setting, requiring coordination with global teams, vendors, and corporate clients.