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Assistant Director - Operations

People are at the core of Fareportal. Product innovation and Engineering are what drive Fareportal. We are one of the fastest growing travel technology companies in the world; our portfolio of travel brands, including flagship products CheapOair and OneTravel, receive over 200 million visitors annually.


Fareportal is hiring a highly talented and motivated Assistant Director for Customer Service -Operations. The leader will drive innovation by leading teams across Customer satisfaction, revenue generation and Quality assurance for Fareportals brand. You will be responsible for not only developing industry leading ideas, but also working cross functionally to turn these ideas. You and your team will be responsible for crafting the vision, defining and defending customer satisfaction.

 

Responsibilities  -

  • Conducting Drive CS and Sales Strategies to meet established goals and targets
  • Analyze and present findings on daily MIS report if there is a shortfall or overage in actual compared to target in CS, Sales, Attendance and other areas
  • Provide leadership to operations management team (direct reports)
  • Take ownership and accountability for the performance of direct reports while acting as a mentor encouraging career growth and opportunity in a professional environment
  • Serve as a point of contact for India operations to all global stakeholders
  • Play a significant role in long term planning geared towards operational excellence
  • Provide quantitative analysis to help drive profitability
  • Effectively Manage and create a highly motivated and focused CS, Sales and Exchange workforce
  • Set clear targets for the teams and monitor performance 
  • Reduce Customer Complaints by proactively training and enforcing a strong commitment to customer satisfaction
  • Formulate proposals, present findings and roll out corporate initiatives
  • Assist in developing and implementation of incentive strategy and program to drive revenue goals and improve CSAT
  • Make sure all Company policies and Company terms and Conditions are complied, fees structure is followed, no circumvention of Airlines inventory is done.
  • Coordinate closely with the Training Team to analyze training efforts and ensure successful implementation of same 
  • Create and Manage Specialized Teams to maximize revenue opportunities and conversions (phone sales, email sales, Web chat, Product Sales, etc.)
  •  Coordinate closely with the Marketing and Web Design Team for lead generation
  • Introduce, implement and successfully manage outbound process to ensure maximum utilization during lean period and / or for cross sell sales campaigns
  • Ensure effective knowledge and promotion of In-house / Consolidator deals by the Sales Team
  • Analyze various reports to monitor Top O&Ds, Top Airlines, Sales Per Hour (SPH), Conversion Reports, etc. and plan improvement strategies accordingly
  • Prepare periodic dashboards showing Actual Vs Goals performance for Senior Management review
  • Identify areas of Missed Sales Opportunities and implement strategies to successfully redeem these 
  •  Ensure set Quality Parameters are met in compliance with DOT guidelines. Create guidelines and strict adherence for agent coaching, counselling or strong actions including penalty based on Quality Coaching teams feedback
  • Ensure staffing levels meet targets set by WFM Team
  •  Participate in periodic call monitoring sessions for quality purposes and understanding user experience and gaps in sales strategies if any
  • Initiate projects to enhance Sales Tools, reduce AHT and improve Conversion Rate and champion those projects through to the live release
  • Support and Enforce First Call Resolution strategy across the Team 
  • Achieve customer service excellence including measurement and continuous improvement by actively capturing and reviewing Voice of Customer 
  • Conduct appraisals, reviews, incentives, salaries, raises, rewards and recognition for direct reports
  • Ensure compliance with standard practices and processes across the call centre 
  • Implement best practices and continuous process improvement in Sales Processes
  • Perform other related duties as necessary

 

Requirement – 

  • Post Graduate degree preferred 
  • Must be fluent in written and spoken English 
  • Minimum 10 years relevant industry experience, with a minimum of 5 years in a Customer Care and/or BPO environment
  • Minimum 5 years of experience working in a Senior Management Role
  • Experience in a multinational travel environment with direct call centre / service delivery experience 
  • Working knowledge and experience with GDS (Sabre/Amadeus) booking, Exchanges and ticketing formats, processes and procedures
  • Leadership and People Management Experience: must have managed a span of control for over 500 people.
  • Highly experienced in motivating, hiring and retention strategies. Must be persuasive
  • Demonstrated ability to work successfully across cultures and regions 
  • Self-motivated and ability to perform under pressure
  • Advanced analytical skills and understanding of contact centre metrics
  • Strong interpersonal skills including verbal, written and listening skills
  • Advanced computer skills with MS Office; Excel and PowerPoint specifically
  • Ability to work in a 24x7x365 days environment

 

 

 

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