GM Operations (Travel Domain)
Atain is seeking a GM of Operations in Pune to lead digital contact center operations for a global travel account. The role involves full P&L responsibility, site-level leadership of 500+ FTEs, and driving operational performance through WFM, quality assurance, and cross-functional management. The successful candidate will develop strategies to optimize business KPIs and provide leadership reporting to global stakeholders. This position requires significant experience in BPO operations and the ability to manage complex site-level business functions.
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Experience
15+ years
Function
Operations
Work mode
Onsite, India
Company
Tier 2
What you will work on
Atain is seeking a GM of Operations in Pune to lead digital contact center operations for a global travel account. The role involves full P&L responsibility, site-level leadership of 500+ FTEs, and driving operational performance through WFM, quality assurance, and cross-functional management. The successful candidate will develop strategies to optimize business KPIs and provide leadership reporting to global stakeholders. This position requires significant experience in BPO operations and the ability to manage complex site-level business functions.
TAL's take
High seniority role with significant P&L and operational oversight, though the company brand impact is less defined.
The JD is extremely detailed, clearly outlining the scope of operations, team size, and responsibilities for a GM-level role.
Must haves
- 15+ years experience in customer/contact center/BPO operations
- 3+ years as Director/AVP/GM/Head in contact center operations
- Experience managing 500+ FTE across omni-channel customer operations
- Deep knowledge of BPO/Contact Centre market trends
- Strong P&L and financial planning experience
- Bachelor's degree
Tools and skills
Nice to have: lean six sigma green belt, lean six sigma black belt.
About the company
Unfamiliar company in the BPO/Operations sector, assigned mid-tier status as a standard practice for non-flagship organizations.
Posts mentioning Atain
just got rejected again!
was on the last stages of the conversations and got rejected for god knows what reason. capable enough to do stuff and get shit done and good experience but still. what a bad fucking time.
Dunzo again says “we regret” for the nth time
Dunzo has once more failed to deliver on its promise of crediting August salaries today, leaving employees frustrated. Employees were assured on last Thursday that the salaries would be credited today but yet another mail came in with the news of salaries being rolled out by this week. Words are cheap and the leadership hasn’t even addressed any of these concerns since a month now!
Rant against gatekeepers!
I had a feature deployment planned for this Tuesday. My manager was completely fine with it but asked me to get the PR approved by our senior engineer What my rant is about the a typical egoistic mentality of rejecting perfectly good work! He starts of by saying “itna simple code kyun likha hai baccho jaisa?!” (why is this code written so simply like a child?) and then continues to say how he isn’t against readable code but my logic is too basic. He then goes on to say I should rewrite the whole module. Hell no I won’t ! Fuck you man! And fuck your gatekeeping! Writing maintainable code is crucial to anyone’s sanity and team productivity. Also, rewriting everything would not only be inconvenient but also risky, defeating the purpose of a quick fix. I feel so angry right now. Don’t know how I should approach this because I really don’t want to rewrite my logic on this task.