Manager

Company Description

ATAIN is a leading next-gen customer experience company, specializing in AI-led transformative experiences for global brands. With a focus on digital and human intelligence, ATAIN manages end-to-end CX journeys across Travel and High Growth Tech industries. Established in 1998, IGT employs over 25,000 specialists across 30 delivery centers worldwide, with certifications in IT and BPO processes.

MINIMUM REQUIREMENTS:

• Candidate must possess at least a Bachelor's/College Degree at any field.
• At least 2-3 year(s) of working experience in the related field is required.
• Experience in successfully handling a large team
• Preferably with experience in Travel BPO/Travel Agency & hands on experience in travel bookings and changes
• Amenable to work onsite in Alabang, Muntinlupa.

ROLES AND RESPONSIBILITIES:

• Ensure team meets and exceed Stipulated Timelines and Service Level Agreements.
• Actively manage staff on a regular basis to ensure all issues are dealt with effectively and efficiently
• Train, coach and motivate Team Leads and team members and conduct monthly meetings with the staff
• Responsible for Staff Retention, recruitment and performance appraisal
• Maintain control of qualitative and quantitative productivity of team individuals.
• Resolve escalated queries.
• Ensure team is aware of all updates and changes in policies/ procedures and processes.
• Interact with client coordinators for process related issues.
• Conduct Conference calls with the overseas client and be in regular email contact and ensure all problems are ironed out on a timely basis.
• Conduct and manage appraisal discussions (PMS) with Team Leads

KNOWLEDGE, SKILLS, OTHER ABILITIES:

• Excellent people and team management skills
• Excellent analytical and problem-solving skills
• Excellent oral and written communication skills
• Initiative, independent, and customer focused
• Focused towards compliance with client's policies and procedures
• Excellent in managing workflows and forecasting and mitigating risks
• Excellent in operational excellence
• Lead and coach the Team Leads and Assistant Managers on process knowledge and team management
• Excellent in handling customer escalations