Manager Operations Job in Radical Minds

Process/LOB: Goibibo

Job: Manager

Location: Gurgaon / Mumbai

Reporting to: HOD

• Work direction and development for a team of executives (150-200) & 5-6 TL
• Team management handling team of Travel.
• Coaching & Feedback Providing adequate feedback & coaching to improve employee morale & contribute directly in team performance
• Employee Engagement conducting engagement activities at team as well as organization level
• Attrition & Absenteeism Adherence to attrition & absenteeism targets aligned as per goals
• Employee Development provide learning opportunities to team & succession planning
• Monthly Team Connect Evaluation of team s performance & monthly 1-0-1 connect with employees
• Provide operational floor management by monitoring service levels, making appropriate decisions, responsible for the daily monitoring of quality and production of the outbound / inbound status group and manual processes
• Assist with training and identify training needs within the group and provide feedback
• Mentor and assist the team

• Customer Service Skills.
• GDS(Amadeus or Galileo) is must.
• Knowledge of the Products supported
• Knowledge of Customer Procedures / Policies
• Excellent spoken and written communication skills
• Knowledge of Customer s Culture
• Basic knowledge of forecasting and scheduling techniques, operation policies and procedures and MIS
• Strong interpersonal, effectiveness and teamwork skills to empower, influence and reach resolution with direct reports, colleagues and leaders
• Excellent analytical, problem-solving, decision-making and project management skills
• Ability to drive results against SLA performance indicators
• Ability to handle stressful situations
• Willingness to work in 24 7 environment and rotational shifts.

• Graduate or graduate equivalent.
• GDs Skills.
• Relevant product/process knowledge
• 1-5 years of relevant industry experience
• Coaching and developing people
• Managing change
• Emotional intelligence
• Proven ability to lead and motivate a service-oriented team in a fast-paced environment
• Experience in a call center environment
• Excellent analytical, problem-solving, decision-making and project management skills