Job Responsibility
Atain is looking for a General Manager - Operations to lead Contact Centre Operations with experience of managing site level airline operations end to end. The position is responsible for the overall leadership of the Customer Operations providing strategic and tactical operational direction to the team in order to achieve desired business goals and to ensure customer delight through close interaction with the leadership.
• 20+ years of experience in Customer Operations

• Should have deep knowledge and understanding of the BPO/Contact Centre operations, Competition & Market trends in BPO industry

• Must have managed 5000+ FTE across Voice, Chat, Back-office and other Omni channel BPO customer operations

• Experience in P&L; management preferred with understanding of budgeting, financial planning, project and site level financials at Gross, Operations and EBITDA margins

• Lean Six Sigma Green Belt / black belt trained / certified (preferred)

• Accountable and responsible for Present reviews to the Client on monthly basis. Generate additional process insights,



capture end customer voice and share with client

• Drive Entire Operations through Leading and assigning team responsible for delivery.

• Education – Bachelor’s Degree from a recognized university with MBA/Masters Degree (preferred)

• Should be willing to work in a 24x7 environment (5 days working US shifts)

• Proven ability to build, manage and foster a team-oriented workplace.

• Have an ability to understand Staffing adherence and Schedule Adherence

• Proven ability to work creatively and analytically in a problem-solving environment.

• Excellent communication (written and verbal) and interpersonal skills.

Primary Job Responsibilities:
• You will be responsible to oversee and direct site management and operational leadership for global travel business account. You will be responsible for all aspects of operations including: analyzing workflow to identify inefficiencies, develop

📌 General Manager (India)
🏢 IGT solutions
📍 India