Manager Operations - Hotel Sales Experience
- IGT Solutions
- 7 - 10 years
- Noida, Gurugram
- 3 days ago
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Job Description
Job Title: Manager Operations (Hotel Sales | BPO Industry)
Job Summary:
The Manager Operations is responsible for leading end-to-end hotel sales operations within a BPO environment, focusing on driving revenue growth, improving customer experience, and ensuring operational excellence. The role involves managing large teams handling domestic and international hotel bookings, optimizing outbound sales campaigns, monitoring key performance indicators, and implementing process improvements to enhance productivity and service delivery.
Key Responsibilities:
Operations & Revenue Management
- Lead and manage end-to-end operations for hotel sales, including domestic and international booking segments.
- Drive revenue growth by optimizing outbound sales campaigns and improving conversion rates.
- Manage and monitor dialer performance to ensure efficient lead utilization and agent productivity.
Team Leadership & Performance Management
- Supervise and mentor large teams of sales and support staff to achieve business targets.
- Monitor team performance and ensure alignment with organizational goals and service standards.
- Implement engagement initiatives to reduce attrition and improve employee retention.
KPI & SLA Management
- Track and manage key operational metrics including Average Handling Time (AHT), Service Level Agreements (SLA), Net Promoter Score (NPS), shrinkage, and schedule adherence.
- Ensure SLA compliance above 95% while maintaining high service quality and operational efficiency.
- Drive continuous improvement initiatives to enhance customer satisfaction and retention.
Process Improvement & Reporting
- Design and maintain real-time operational dashboards using Power BI to monitor performance and provide actionable insights.
- Develop, document, and enforce Standard Operating Procedures (SOPs) to standardize workflows and improve operational efficiency.
- Analyze performance data to identify opportunities for process optimization.
Stakeholder & Cross-Functional Coordination
- Collaborate with city-level operations teams and central business units to align operational strategies with business objectives.
- Ensure seamless coordination between sales, operations, and support functions to deliver consistent service quality.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Operations ManagerEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Noida, Gurugram
Keyskills: bpo operations Hospitality Sales tat hotel sales attrition sla aht shrinkage
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IGT Solutions
IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain.Established in 1998, with 100% focused on the Travel indus...
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