job description
Join Fusion CX as an Operations Manager (BPO) specializing in Travel & Hotel Reservations and lead a high-performing team in delivering exceptional customer service and operational excellence. In this dynamic role, you will oversee day-to-day operations, optimize workflows, and drive performance metrics to ensure seamless service delivery in the fast-paced travel and hospitality sector.
Based in the vibrant regions of Bali, you will collaborate with cross-functional teams to enhance customer satisfaction, streamline processes, and achieve business growth. This is a unique opportunity for a results-driven leader to make a significant impact in a global BPO environment.
If you are passionate about operational efficiency, team development, and the travel industry, we invite you to apply and take the next step in your career with Fusion CX.
Responsibility
- Oversee daily operations of the Travel & Hotel Reservations team, ensuring adherence to service level agreements (SLAs) and performance targets.
- Develop and implement operational strategies to improve efficiency, productivity, and customer satisfaction.
- Monitor key performance indicators (KPIs) and provide actionable insights to drive continuous improvement.
- Lead, mentor, and train team members to foster a high-performance culture and achieve individual and team goals.
- Collaborate with clients and internal stakeholders to align operational processes with business objectives.
- Resolve escalated customer issues and ensure timely, effective solutions.
- Optimize resource allocation, including staffing, technology, and tools, to meet operational demands.
- Stay updated on industry trends and best practices in travel, hospitality, and BPO operations.
Qualifications
- Bachelor’s degree in Business Administration, Hospitality Management, or a related field.
- Minimum of 5 years of experience in BPO operations, with at least 2 years in a managerial role, preferably in travel or hospitality.
- Proven track record of leading teams and achieving operational excellence in a fast-paced environment.
- Strong analytical and problem-solving skills, with the ability to interpret data and drive decision-making.
- Excellent communication, leadership, and interpersonal skills.
- Proficiency in CRM systems, call center software, and Microsoft Office Suite.
- Knowledge of travel industry standards, reservation systems, and customer service best practices.
- Ability to work flexible hours and adapt to changing business needs.