Operations Manager

Required Skills & Experience:

• 3+ years of experience in a leadership role

• Experience in the travel industry and working closely with hotels is preferred

• Knowledge of airline operations and business models

• Outstanding relationship management and customer service orientation skill

• Proven leadership experience, including the ability to lead and motivate a team

• Strong Microsoft Office computer skills with emphasis on Excel

• Customer service and client relationship background

Job Description:

A partner of Insight Global is looking to hire an Operations Manager in Dallas, Texas to join their team. The Operations Manager facilitates problem resolution associated with planning, scheduling, systems and applications. Ensures that the Operations team successfully resolves issues such as delays and changes arising from unforeseen circumstances. This position has managerial responsibility for Supervisors, Operations Agents, Remote Agents, Client Onsite Agents, Client Service Specialists and other non-exempt team members within the Operations Center.

• Tracks the status of the organization’s dashboard, noting any deviations from normal changes, reassignments and relocations.

• Evaluates business options which can be taken to insure accommodation resolution in an effective and timely manner.

• Relays information and coordinates with necessary departments to initiate and implement required changes, coordinating with and updating senior management as necessary.

• Maintains a chronological shift log for recording key data for daily events.

• Resolves operational issues affecting unconventional requests and evaluates overall impact of delays for accommodations

• Provides guidance to Operations Center personnel during regular and irregular operations (IROPs). Serves as lead subject matter expert advising Operations staff on a variety of operational issues.

• Focal point for contingency planning during operational disruptions.

• Coach and mentor Operations Supervisors and team members.

• Support the management of daily transaction time, answer rate and response time goals.