Company Description

Launched in 2007 by Aloke Bajpai & Rajnish Kumar, ixigo is a technology company focused on empowering Indian travelers to plan, book and manage their trips across rail, air, buses and hotels. ixigo assists travelers in making smarter travel decisions by leveraging artificial intelligence, machine learning and data science-led innovations on ixigo’s OTA platforms, including websites and mobile applications.
ConfirmTkt and AbhiBus became a part of ixigo in 2021. ixigo is headquartered in Gurugram with offices in Bangalore (ConfirmTkt) and Hyderabad (AbhiBus). The ixigo, ConfirmTkt and AbhiBus apps allow travellers to book train tickets, flight tickets, bus tickets, hotels, cabs and provide travel utility tools and services developed using in-house proprietary algorithms and crowd- sourced information. In 2022, as per data.ai, ixigo was featured in the Top 10 most downloaded travel apps worldwide.

Job Description

The Senior Team Lead / Assistant Manager is responsible for overseeing and managing day-to-day operations within the assigned process or project. This role involves ensuring efficient performance, meeting SLAs,
managing teams, and implementing strategies to achieve business goals. The ideal candidate should have strong leadership, problem- solving, and communication skills, along with a proven ability to deliver results in a dynamic BPO environment.

Key Responsibilities:

• Operations Management:Monitor and manage daily operations to ensure process adherence and meet client SLAs and KPIs.Analyze performance metrics and identify areas for improvement to optimize productivity. Drive operational efficiency by identifying and eliminating process gaps.
• Team Management: Supervise and mentor Team Leaders and associates to ensure smooth workflow and high team morale. Manage team rosters, attendance, and performance appraisals. Provide regular feedback, coaching, and support to improve team performance and productivity.
• Client Interaction: Maintain strong relationships with clients, address concerns, and ensure client satisfaction . Conduct periodic reviews and meetings to discuss performance and suggest improvements.
• Strategic Planning: Contribute to strategic planning and execution of operational goals. Implement strategies to enhance customer satisfaction and achieve business objectives. Monitor trends and provide insights for process improvement.
• Compliance and Quality Control: Ensure adherence to company policies, client requirements, and compliance regulations. Monitor quality standards and implement corrective actions to maintain excellence.
• Reporting and Analysis: Prepare and share periodic performance reports with stakeholders. Conduct root cause analysis for any operational issues and implement solutions.

Qualifications

Education: Graduate in any discipline (MBA preferred but not mandatory).
Experience:

• Minimum 5–7 years of experience in a BPO environment, with at least
• 2–3 years in a team management role.
• Proven expertise in managing teams and handling client interactions.
• Technical Skills: Proficiency in MS Office (Excel, PowerPoint, etc.).
• Familiarity with CRM tools and reporting systems.
• Soft Skills: Strong leadership and team management skills.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to handle pressure and meet deadlines effectively.