Organizes and directs the day-to-day activities related to the operation of the Call Center. Responsible for managing, training & guiding call center AMs in performing their duties. Conducts effective resource planning to maximize the productivity of resources (people, technology etc.). Collects and analyze call-center statistics Responsibilities Demonstrating ownership and Growth Mindset Build a culture of accountability, care, and continuous improvement. Coach leaders on performance management, coaching techniques, and employee engagement. Ability to showcase the benefits and goodness of the program and benefits of the company. Lead and manage multiple retail teams across different shifts and schedules. Has passion for learning and showing initiative to learn tools Lead by example—be visible, hands-on, and proactive in solving problems. Identify gaps in execution and implement sustainable solutions. Drive operational efficiency through process improvement and data-driven decision-making. Partner with QA, Training, WFM, and HR to ensure seamless operations. Report performance trends, risks, and action plans to senior leadership. Represent the cluster in business reviews and operational meetings.
Skills Requirements5+ years of experience in operations management Travel/ Hospitality experience is a plus Proven success in managing multiple teams or a cluster of operations. Strong coaching, leadership development, and performance management skills. High learning agility and a proactive, hands-on leadership style. Excellent communication, analytical, and problem-solving skills. Exposure to AI Tools and project management