ob Title: Assistant Manager Travel Customer Service Operations
Location: Onsite CG Road, Ahmedabad
Working Days: 5.5 Days
Accommodation: Provided for outstation candidates
Meal Facility: Two meals provided daily
Experience Required: Minimum 5+ years in an International Travel Company
Team Size: 30+ members
About the Role
We are seeking a results-driven Assistant Manager / Operations Manager Travel Customer Service with proven expertise in managing large travel operations and international clients. The ideal candidate will bring strong people leadership, deep understanding of international travel processes, and the ability to drive service excellence, team performance, and retention in a high-volume contact center environment.
Key Responsibilities
- Lead, mentor, and manage a team of 30+ travel customer service professionals, ensuring smooth day-to-day operations and consistent service delivery
- Define, track, and manage team KRAs and KPIs, including productivity, quality, SLA adherence, customer satisfaction, and revenue-impact metrics
- Monitor and control attrition ratios, drive employee engagement initiatives, and implement retention strategies to maintain team stability
- Oversee service delivery, queue management, workforce planning, shift scheduling, and optimal resource allocation
- Handle international client communication, manage escalations, and ensure timely resolution of service issues
- Conduct regular performance reviews, coaching sessions, and corrective action plans to improve individual and team output
- Analyze operational data and prepare daily, weekly, and monthly MIS reports for senior management
- Ensure strict compliance with process guidelines, SOPs, quality standards, and client requirements
- Support new process transitions, SOP documentation, system implementations, and continuous process improvements
- Collaborate with Training, Quality, WFM, and HR teams to improve performance, learning outcomes, and employee satisfaction
Required Skills & Qualifications
- 5+ years of experience in an International Travel Company (mandatory)
- Proven experience managing teams of 30+ employees in a travel BPO/contact center environment
- Strong working knowledge of GDS systems such as Amadeus, Sabre, Galileo, etc.
- Hands-on experience in travel customer service operations and contact center management
- Strong understanding of KRA/KPI management, attrition analysis, retention planning, and performance metrics
- Excellent leadership, communication, stakeholder management, and conflict-resolution skills
- Strong analytical mindset with proficiency in MS Excel and reporting tools
- Ability to work under pressure and manage large-scale, time-sensitive operations
Why Join Us
- Opportunity to work with a fast-growing international travel brand
- Accommodation support for outstation candidates
- Two-time meal facility provided
- Exposure to global clients, international travel processes, and advanced travel technologies
- Career growth in a leadership-driven, performance-oriented environment
- Work from a premium office location on CG Road, Ahmedabad
