[Fusion BPO Services]

Tirane

Tipi

1. me orar te plote

Fusha | Profili i punes

1. Menaxhim Biznesi

Gjuha

1. anglisht

Eksperienca

vetem me eksperience

We are looking for an Assistant Manager - Operations

About Fusion BPO: Fusion BPO is a premier Business Process Outsourcing company with 4000+ employees across the globe.
We have been in the outsourcing and right shoring business for14+ years.
With a strong global workforce and 9 delivery locations spanning across India, Philippines, USA, Canada, UK, Europe and Central America,
Fusion BPO provides services to marquee clients across 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.

Desired Experience and Skill:

• 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.

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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