Role & responsibilities

- Provide explicit expectations and deadlines to the reporting managers

- Support managers in their daily tasks and routines

- Mentor, motivate, and develop Managers / team leads

- Ensure the circulation of any needed communication is translated from the Managers to the Team leads and then to the Agents.

- Create an atmosphere for feedback and sharing ideas (open door policy)

- Discuss & set personal targets with each Manager reporting

- Daily monitoring and reviewing of team performance (data)

- Organize and carry out weekly/monthly/quarterly and yearly performance reviews

- Set deadlines and action plans to improve on any gaps within performance

- Organize & run regular Sr Managers and monthly Managers / Team Lead meetings

- Assess received feedback from colleagues / reportees

- Prepare and review reports. Callout/highlight discrepancies if any

- Discuss/report performance of the day/week and special issues - quality wise with Managers

- Discuss or escalate daily issues and report Day Summary to VP

- Ensure that the managers are aligned with WFM to fix any gaps noticed

- Highlight any risk, concerns, process needs, technical issues

- Learn and understand all E2E (end to end) workflows for respective LOB's

- Learn and understand the KPI and service fee contractual agreements and expectations for B2B

- Attend and participate in departmental meetings (Process team/Leadership alignment meetings and review meetings internal stakeholders )





- Manage and troubleshoot any escalations outside the leads control

- Participate in interviewing Team Leads and above positions alongside HR

- Perform skip level meetings

- Deepdive into processes where automation or processes can improve or be applied

- Stay up to date on industry news and insights along with internal announcements
- An advocate to our core values

- Attrition avoidanceTarget and objective setting/monitoring

- Active participants in the RNR programmes and employee recognition

- Adapting well to change and complexity

Preferred candidate profile

- 8 - 9 years overall experience in a team managing role (Contact center preferred)

- Should have experience as a Senior Manager (BPO mandatory) should have worked in both outsourcing and captive organizations

- Leadership skills - the ability to engage and mentor a large team

- Excellent communication skills

- Analytical and data-driven

- Multi Tasking skills & Outsourcing knowledge will be a plus

- Time management skills

- Initiative skills (the ability to be resourceful and work independently - resilient, determined and proactive)

- Drive's Etraveli values and culture in the team

- Preferred: Graduation or Masters degree in Tourism, Business Administration, or relative field, any extra qualification will be a plus

- Organizational skills

- Amadeus, Sabre, and Galileo knowledge (GDS will be added advantage)

📌 Senior Manager - Firstline (Operations) (Mumbai)
🏢 Etraveli
📍 Mumbai