Operations Manager

Responsibilities

• Drive day-to-day operational execution to meet or exceed contractual SLAs and KPIs
• Hold Team Leaders accountable to performance targets through structured reviews
• Oversee real-time queue management and agent utilization across multiple geographies
• Conduct process capability audits to eliminate bottlenecks and improve productivity
• Identify and champion automation opportunities to optimize cost-per-contact
• Optimize staffing schedules against forecasted contact volumes to minimize shrinkage
• Manage operational budgets and identify cost-saving mechanisms
• Own the CSAT/NPS loop and analyze customer feedback trends
• Act as the ultimate escalation point for high-risk customer complaints
• Cultivate a high-performance, metric-driven culture and oversee talent development
• Deliver robust operational reporting and trend analyses to Senior Management

Requirements

• Minimum 6 years of experience in the Travel Industry or Call Center Operations
• At least 4 years in a Senior Management or Operations Manager role within a high-volume BPO or contact center
• Proficiency in Amadeus GDS and complex fare rules
• Demonstrated experience in Workforce Management (WFM) and capacity planning
• Proficiency in MS Excel and MS Office/GSuite ecosystems
• Proven track record in leading process migrations or automation projects
• Strong understanding of BPO metrics including ASA, AHT, CSAT, FCR, and Shrinkage
• Exceptional verbal and written English communication skills
• Grade 12 required; Tertiary Qualification in Commerce or Business Management preferred

About the Company

TravelLab's One Team is the engine room of our Group Travel Operations. We support multiple global regions and brands, managing complex customer interactions and fulfilment to ensure a seamless air travel experience for thousands of clients daily.