Tirane, ofroj vend pune Assistant Manager - Operations
We are looking for an Assistant Manager - Operations
About Fusion BPO: Fusion BPO is a premierBusiness Process Outsourcing company with 4000+ employees across theglobe. We have been in the outsourcing and right shoring business for14+ years. With a strong global workforce and 9 delivery locationsspanning across India, Philippines, USA, Canada, UK, Europe andCentral America, Fusion BPO provides services to marquee clientsacross the globe.
We are a NASSCOM member andhave PCI: DSS, HIPAA and other accreditations for our business,security and operational performance.
Position: Assistant Manager -Operations
Job Description:
About Fusion BPO: Fusion BPO is a premierBusiness Process Outsourcing company with 4000+ employees across theglobe. We have been in the outsourcing and right shoring business for14+ years. With a strong global workforce and 9 delivery locationsspanning across India, Philippines, USA, Canada, UK, Europe andCentral America, Fusion BPO provides services to marquee clientsacross the globe.
We are a NASSCOM member andhave PCI: DSS, HIPAA and other accreditations for our business,security and operational performance.
Position: Assistant Manager -Operations
Job Description:
- Responsible for day to day management of operations in our delivery center
- Monitoring and managing any client or end customer escalations
- Meeting contractual process KPIs and Service Levels
- Coaching and providing feedback to agents and team leaders for process improvement
- Retaining existing customers and renewal of customers
- Take optimum measures to improve customer satisfaction levels/ Net Promoter scores
- Managing a team of Customer Service and Online Sales Team including team leaders
- Monitor Daily, Weekly & Monthly Targets
- Analyzing requirements and enhancements for achievement of higher goals.
- Creating and maintaining reports for reviews with the Leadership level.
- Maintaining Call quality within the department as per process requirements.
- Working with Technical Team for any technical problems
- Develop efficiency-enhancing workflow/process improvements to meet desired results
- Mapping client's requirements and ensuring rendering of effective solutions in line with the guidelines.
- Preparing reports & other statements with a view to update management of the process operations and assist in critical decision-making process.
- Should be a Graduate and should have min. 8 years relevance experience in OTA, Airlines, Hospitality or Car Rental companies specifically in a contact center environment from these verticals
- Candidate should have deep interest and passion for Travel industry
- Hands-on experience of working on Amadeus or Sabre is desired
- Experience of handling the complete process of Issuance, Cancellation and Re-issuance on Amadeus and Sabre
- Need to be well versed with Airport Codes
- Should have excellent communication and writing skills
- Willing to work in Rotational Shifts
- Managed a team of at least 25-50 agents with supervisors
- Can speak and write English at B2/C1 level and 1 European language (Italian or German) at C1/B2 level.
Interested candidates are invited to send their CV in English (Please use only the following format: https://europass.cedefop.europa.eu/editors/en/cv/compose ) in the e-mail address indicated below, specifying the position applied for:
albania.hiring@fusionbposervices.com