Operations Manager

Avciacontact is an International Business Processes Outsourcing Company, providing a wide range of business services to our clients. Most our clients are leading Travel Industry players, based in EU and other jurisdictions.
Aviacontact Sofia branch is one of the fastest growing BPO company in Bulgaria with the objective to support operations of a major Online Travel Agencies with headquarters in the EU. We are looking for ambitious, positive and energetic people to join our newly developed team.
We’re looking for a skilled  Operations Manager (Senior / Lead) to lead our
Back office Booking Department. As an Operations Manager you will have the chance to use your experience and skills to help implement industry best practices and embed effective, scalable processes.
It's a high-contributing leadership role, with a heavy focus on people as well as performance management and continuous process improvement.
WHAT YOU'LL BE DOING
Process Management: Clearly defining the issues and projects the team should prioritize, and setting a timeline to reach goals quickly.
Operational Excellence: Owning business metrics. Improving people's performance, including error rate and quality of decisions. Forecasting and identifying potential challenges and providing a clear workforce plan to service process requirements.
People Management: As a leader of a team, you will develop people, guide them and work with them to unlock their full potential. You will also lead by example, resolving the toughest of issues from customers and partners and ensuring that your team consistently delivers at a high level.
BPO Management: Our business supports some of the major Online Travel Agencies, located across the world - so you will interact and collaborate with teams from the different regions and cities across the globe, with the overall aim of constantly improving our level of service. This might include but not limited to: exceeding on agreed service levels, suggesting improvements or crafting structures to best run our operations. You also would need to have the ability to build lasting relationships with our business partners .
Change Management: propose, develop and implement systems, programs and processes that strengthen the foundation of process excellence to our cclients.
WHAT YOU'LL NEED
• Minimum 3+ years previous experience in a managerial position, preferably at a BPO company . Experience in a travel agency would be considered as an advantage .
• You are a great communicator: you will have to inspire, motivate and lead teams.
• Cool and calm under pressure. You have superior organizational skills, integrity, and great follow-through on tasks.
• You are a problem solver! Demonstrated record of executing projects that measurably improved customer and internal operator experiences.
• You are goal oriented: you plan and design the resources and tasks necessary to ensure the Service is contracted within the parameters of the profitability.
• You are passionate about service excellence: You are logical, analytical and have experience resolving team productivity or quality issues in efficient ways.
• Fluency in English language
If you are interested in the position you can submit your CV in English by pressing the button „Apply for this position”.
We would like to thank in advance to all the candidates. Shortlisted applicants will be contacted for an interview.