Senior Group Manager: Operations - Airline - Graveyard Shift
Senior Group Manager: Operations - Airline - Graveyard Shift
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Salary Not Disclosed
1 Vacancy
Job Description
The Senior Group Manager of Call Center Operations oversees the strategic and day-to-day management of call center activities to ensure high performance customer satisfaction and operational efficiency. This role involves leading cross-functional teams setting performance goals implementing process improvements managing budgets and ensuring compliance with company policies and quality standards. The Senior Group Manager plays a key role in workforce planning client relationship management and driving continuous improvement to meet business objectives.
Qualifications :
Education: Relevant Degree
Experience: 8 years of experience in call center operations with at least 3 years in a senior management or leadership role.
Leadership Skills: Proven ability to lead and motivate large teams across multiple functions and locations.
Operational Expertise: Strong knowledge of call center metrics workforce management quality assurance and process optimization.
Experience in Travel and Airlines would be a benefit.
Analytical Ability: Proficient in analyzing performance data identifying trends and implementing strategic improvements.
Customer Focus: Track record of delivering exceptional customer service and managing client relationships effectively.
Tech Proficiency: Familiarity with CRM systems call center platforms and reporting tools (e.g. Salesforce NICE Five9 etc.).
Communication: Excellent verbal and written communication skills; ability to influence and collaborate at all levels of the organization.
Flexibility: Comfortable working in a fast-paced dynamic environment with shifting priorities.
Additional Information :
Working Hours - Graveyard Shift
Monday to Sunday rotational shifts - 12 - 9AM
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
