Job Summary:

Shift managers in BPO (Business Process Outsourcing) operations, particularly within a travel account, play a crucial role in ensuring that the team provides high-quality customer service, meets performance metrics, and operates efficiently during their respective shifts. 

Responsibilities

• Shift Planning and Scheduling: Ensure adequate staffing levels for handling customer interactions based on the shift schedule.
• Performance Monitoring: Monitor key metrics like call handle time and customer satisfaction to ensure targets are met.
• Team Support and Coaching: Provide real-time support to team members and assist with complex issues.
• Communication and Updates: Keep the team informed about changes in policies or procedures affecting client interactions.
• Team Meetings and Feedback Sessions: Conduct regular meetings to discuss performance, provide feedback, and address concerns.
• Resource and Workload Management: Adjust staffing levels based on workload forecasts to prevent burnout.
• Quality Assurance: Review calls to ensure compliance with service standards and identify areas for improvement.
• Training and Development: Schedule training sessions on new products, customer service skills, or company systems.
• Performance Analysis and Reporting: Analyze performance data, identify trends, and report findings to senior management.
• Strategic Planning: Plan for upcoming challenges or opportunities based on performance reviews and forecasts.
• Recognition and Motivation: Acknowledge team achievements and individual contributions to maintain morale.
• Compliance and Policy Updates: Ensure operations comply with regulations and update procedures as needed.
• Objective Setting and Review: Set clear objectives for performance and track progress regularly.
• Budget and Resource Planning: Contribute to budget planning to ensure the team has necessary support.
• Process Optimization: Continuously improve efficiency and effectiveness through process changes and technology adoption.
• Team Building and Development: Implement initiatives to enhance team cohesion and skills development.

Skills and Qualification

• High school diploma or equivalent (Bachelor's degree in a related field is a plus).
• Proven 2yrs + experience in outbound sales, preferably in the travel or hospitality industry.
• Excellent communication and interpersonal skills. 4. Strong sales and negotiation skills.
• Knowledge of holiday destinations, travel packages, and related services.
• Proficiency in using CRM software or sales tools.
• Ability to work independently and as part of a team.
• Goal-oriented, self-motivated, and results-driven.
• Adaptability to changing sales strategies and targets.
• Willingness to work flexible hours, including evenings and weekends, to accommodate customer needs.