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Operations and Service Delivery Manager
Travelfusion. Oversee day-to-day booking support operations and ensure SLAs and KPIs are consistently met .
About the role
Key responsibilities & impact- Oversee day-to-day booking support operations and ensure SLAs and KPIs are consistently met
- Monitor real-time performance metrics, identify bottlenecks, and take corrective measures such as staffing or workflow adjustments
- Manage inbound and outbound booking enquiries across YouTrack, chat, and email channels
- Lead, coach, and develop booking support agents and leaders
- Review training and process gaps and implement targeted performance improvements
- Conduct performance reviews and OKR checkpoints
- Foster a customer-centric approach
- Handle escalations and support team members through complex booking disruption issues
- Track, review, and analyse KPIs and OKRs, focusing on throughput and CSAT
- Identify workflow bottlenecks and improve productivity
- Produce reports for the department head and leadership team
- Implement frameworks for high standards of client customer service and review CSAT
- Implement best practices for timely issue resolution and customer engagement
- Identify trends and apply tools and technology for continuous improvement
- Ensure adherence to company policies, departmental requirements, GDPR, PCI obligations, and industry standards
- Review processes and SOPs, identify gaps, and implement improvements
Requirements
What you’ll need- 8+ years of experience in a fast-paced travel, travel technology, or high-volume international business such as OTA, TMC, or Airline Operations
- Proven leadership and management skills
- Professional, hands-on approach
- Strong communication skills
- Ability to deliver training
- Ability to improve processes
- Ability to write clear documentation
- Knowledge of GDPR and PCI obligations
- Experience overseeing 24x7 booking operations call centre teams
Benefits
Comp & perks- Employee position
- Hybrid working arrangement