PstrongWhy TBO: /strong /pulliYou will influence contribute to “Building World Largest Technology Led Travel Distribution Network” for a $ 9 Trillion integral travel business market. /liliWe are the emerging leaders in technology led end-to-end travel management, in the B2B space. /liliPhysical Presence in 47 countries with business in 110 countries. /liliWe are reputed for our-long lasting trusted relationships. We stand by our eco system of suppliers and buyers to service the end customer. /liliAn open informal start-up environment which cares. /li /ulpbr/ppstrongTop Sights During Your Role Stay /strong strong(Key Expectations): /strong /pulliResponsible for developing employees through coaching, consulting, reviewing quality assurance, conducting one-on-one meetings, and overseeing direct reports performance. /liliManages day-to-day processes and other duties as assigned. /liliEnsures that established performance metrics such as SLAs, FRT, CES, and Quality Score are consistently met by managing resources effectively. /liliProvides feedback and coaching to Ops Executive. /liliAssess and analyse ops agent performance based on a performance management system that measures both metric and service standard goals. /liliProactively coach on upcoming issues or other potential escalation items before they become escalations. /liliEnsuring Ops Executive are kept up-to-date and have expert-level knowledge in dealing with agent’s partner. /liliPrepare for and conduct weekly team meetings and 1:1 meeting with each direct report. /liliReview performance reports with agents by completing quarterly reviews for team member. /liliHelp drive innovation in refining and improving performance standards and processes. /liliMentor Ops agent in developing their expertise, while providing new opportunities for them to grow their knowledge. /liliLook for additional opportunities to increase productivity and job satisfaction among Ops member and teams. /liliProvide subject matter expertise for training, curriculum development and performance improvement initiatives. /liliIdentifies service problems and conducts root cause analysis. /liliAssist with the onboarding and nesting of new hires. /liliBuilds and maintains positive relationships with agents, TBO stakeholders, management, and supplier partners. /li /ulpbr/ppstrongDo you have what it takes (Must Haves): /strong /pulliPrevious leadership experience in managing all aspects of a team of employees is strongly preferred. /liliMust have strong working knowledge of MS Office products. /liliMust be a strong team-player and work well with differing personalities. /liliStrong leadership required, with effective performance management and coaching techniques. /liliAble to inspire an energetic and healthy culture and is passionate about coaching and mentoring to drive the team to the next level. /liliHave strong organizational and analytical skills, with attention to detail and accuracy. /liliCritical thinking and problem-solving skills with the ability to use sound judgment to solve urgent issues efficiently and effectively. /liliStrong oral and written communication skills, always displaying a professional manner. /liliPassionate about improving customer service and reducing customer escalations. /li /ul