💼 About This Role

You'll lead a multicultural customer service team supporting English-language travelers across voice, email, chat, and back-office channels. Your core impact is driving operational excellence by leveraging data to improve SLA performance, customer satisfaction, and team engagement. This role stands out for its focus on developing emerging leaders and shaping a positive, ethical team culture.

🎯 What You'll Do

• Identify operational issues using data and recommend improvements to leaders.
• Understand SLA drivers and adjust team resources for optimal utilization.
• Prepare team for changes like new suppliers or SOPs through coaching.
• Inspire and mentor emerging leaders to build organizational resilience.
• Review customer feedback and QA insights to improve handling and product knowledge.

📋 Requirements

• 10 years of work experience with 3 years in senior operational management.
• Data-driven problem-solving skills for process improvement.
• Proven track record of leading change and managing multiple initiatives.
• Excellent English communication skills (verbal and written).

✨ Nice to Have

• E-commerce or travel industry experience.
• Multi-channel contact center or BPO operations background.
• Tech-savviness and PC application knowledge.

🎁 Benefits & Perks

• 🌍 Global team culture with diverse backgrounds.
• 📈 Growth opportunities through mentoring and development programs.
• ⏰ Flexible work environment (role based in Pune).
• 💼 Travel industry perks and discounts.
• 🏢 Office in Pune with collaborative workspace.

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Panel Interview· 60 min

🚩 Heads Up

• Senior-level role with 10 years required, but salary estimation suggests mid-level pay.
• No explicit salary mentioned in listing, requiring estimation.