Senior Group Manager - Operations
Core
Oversee operational performance, lead a multi-tiered team of managers and specialists, and manage irregular operations (IROP) including customer recovery during disruptions.
Role type
Senior Group Manager - Operations
Builds
Customer care services and reservation management for clients in Travel, Hospitality, Banking, and other industries.
Domain
Travel and Hospitality / Customer Operations
Required skills
KPI management, team leadership and coaching, irregular operations management, workforce management, budgeting and labor cost control
Preferred skills
None stated
Technologies
None stated
Responsibilities
Monitor daily KPIs (service level, AHT, FCR, CSAT, occupancy), lead and develop a team of managers and frontline specialists, coordinate customer recovery strategies during severe weather or system outages, partner with WFM and finance on forecasting and scheduling
Seniority
Senior, hands-on IC