Assistant Manager-Back Office-Customer Service

EXL·Gurugram

Pay not statedMid levelFull-time

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About the role

Proven experience in the Travel Domain with exposure to GDS system Amadeus, SABRE, Apollo, Galileo preferable in SABRE Lead and manage a team of at least 10 travel agents or support executives Oversee daily operations in a contact center setting, ensuring SLAs and KPIs are consistently met Drive process excellence across Refunds, Ticketing, Exchanges, and Email Servicing workflows

What you'll do

Lead and manage a team of at least 10 travel agents or support executives
Oversee daily operations in a contact center setting, ensuring SLAs and KPIs are consistently met
Drive process excellence across Refunds, Ticketing, Exchanges, and Email Servicing workflows
Monitor performance, provide regular coaching, and foster a culture of continuous improvement
Collaborate with Quality, Training, and Workforce Management teams to optimize service delivery