Job Title

Title: Team Manager - BPO OperationsBusiness Unit: Business Support Service (BSS)Reporting To: Asst. / Operations ManagerJob Type: Work from officeLocation: Panjim, GoaDuties & Responsibilities- Responsible for a multifaceted role that involves leading, managing, guiding, and overseeing both people and processes. Handles the client and ensures that their expectations are met. - Oversee the day-to-day operations of their team, ensuring that work is completed on time. - Track and evaluate the performance of the team members. - Implements quality control procedures and conducts regular audits to ensure compliance. - Managing team performance by setting expectations and measuring performance outcomes concerning these expectations. - Identify process bottlenecks and opportunities, set objectives, establish KPIs, and monitor performance. - Handle conflict resolution and ensure a positive and productive work environment. - Primary contact for clients, building strong relationships and handling client issues. - Fostering an environment that will encourage professional and personal growth and the transfer of knowledge to future talent.Required Skills- Minimum 3 years of experience in leading operations team in an outsourcing business. - Must have excellent written and verbal communication skills (English). - Must have the ability to face the client. - Must be confident enough to handle project transition. - Ability to identify process gaps and find innovative solutions. - Must have proven feedback and coaching skills. - Would prefer having knowledge of contracts from various destinations worldwide.Additional/Preferred SkillsExperience and understanding of travel or tour operator business.Educational Qualifications RequiredBachelor's degree in any field. Master’s degree is a plus.