Senior Manager - Operations
Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.
We partner with major global platforms such as , Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes Precision, our specialist in travel fintech; Tripstack, our B2B Flights as a Service Provider and world leader in virtual interlining, serving as the gateway to Etraveli Group’s flight content and fulfillment services; Wenrix, the AI Infrastructure for profitable growth in air; and , Sweden’s leading flight comparison site. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork.
Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.
Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.
The Role:
Provide clear 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
Requirements:
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 Master’s 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)