Job Title: Operations Manager / Assistant Manager Travel Customer Service
Location: Onsite CG Road, Ahmedabad
Working Days: 5.5 Days
Accommodation Provided: Yes, for outstation candidates
Meal Facility: Two-time meal provided
Experience Required: Minimum 5+ years in an International Travel Company
Team Size Managed: 30+ employees
About the Role
We are looking for a dynamic Operations Manager / Assistant Manager with strong expertise in Travel Customer Service Operations. The ideal candidate must have experience managing large teams, ensuring high-quality service delivery, and working with global clients. A background in international travel processes and contact center operations is essential.
Key Responsibilities
- Lead and manage a team of 100+ travel customer service professionals ensuring smooth day-to-day operations.
- Oversee service delivery, performance management, SLA adherence, and quality metrics.
- Handle client communication (international clients) and escalate issues with timely resolution.
- Monitor queue management, workforce planning, shift scheduling, and resource allocation.
- Conduct regular team reviews, coaching, training, and performance improvement plans.
- Analyse operational data and prepare weekly/monthly reports for management.
- Ensure compliance with company policies, process updates, and client requirements.
- Support new process transitions, SOP creation, and system implementation as per business needs.
Required Skills & Qualifications
- 3+ years of experience in an International Travel Company (mandatory).
- Prior experience in managing a team of 30+ employees in a travel BPO/Contact Center environment.
- Strong working knowledge of GDS systems (Amadeus, Sabre, etc.).
- Experience in contact center operations will be a strong advantage.
- Excellent communication, leadership, and conflict-resolution skills.
- Strong analytical ability and proficiency in MS Excel and reporting tools.
- Ability to work under pressure and manage large-scale operations effectively.
Why Join Us
- Opportunity to work with a fast-growing international travel brand.
- Accommodation support for outstation candidates.
- Two-time meal facility provided.
- Professional growth with exposure to global clients and travel technologies.
- Work from our premium office located on CG Road, Ahmedabad.
