Job expirat
The Operation Manager – Customer Service has the responsibility for managing the activities of the CS team through Team Leaders, ensuring effective delivery of service to all levels of internal and external customers.
Professional Background
3 - 5 years of relevant experience in a similar position in a large global organization (preferably BPO industry)
3 - 5 years of professional experience in contact center environment
Knowledge of airline basics, ticketing, ticket exchanges, ticket refunds and airline initiated schedule changes preferred
Proficient in one or more Global Distribution Systems (GDS) Sabre, Amadeus preferred; native mode required)
Education
University graduate
Language Skills
German – B2/C1
English – C1
Special Skills and Competences
• Very good interpersonal, motivational and leadership skills;
• Good analytical skills and excel knowledge;
• Budgeting experience.
• Able to work in the matrix organization structure
• Ability to manage uncertainty and to work within difficult contexts
• Ability to manage human resources and facilitate team-work
• Superior verbal, written, facilitation and presentation skills
Personal Characteristics:
• Strong drive and a positive “down-to-earth” attitude;
• Sound personal judgment and ability to handle big responsibilities under freedom;
• Highly dedicated in achieving results;
• A proactive approach to improving business;
WNS Global Services is a recognized leader in business process outsourcing (BPO). Our proposition is simple: We deliver value to our clients by bringing operational excellence and deep industry and functional knowledge to their critical business processes.
We serve several industries, including travel, insurance, financial services, healthcare, professional services, manufacturing, distribution and retail. We also provide essential corporate functions, such as finance and accounting, human resources (payroll and benefits administration), research and analytics.
Are you looking to be part of a global team, pro-actively working with customers, do you appreciate teamwork with people from different cultures, are you dedicated to operational excellence? Then please come and join our team!
