Assistant Manager-Customer Service

Key Responsibilities

• Lead and manage a team of Analysts and Senior Analysts handling travel voice operations
• Drive team performance to meet SLAs, KPIs, and quality benchmarks
• Monitor real-time operations, queue management, and workforce productivity
• Coach, mentor, and develop team members through regular feedback and training
• Handle customer and client escalations with ownership and timely resolution
• Ensure adherence to travel policies, processes, and compliance standards
• Collaborate with internal stakeholders (Training, QA, WFM, Ops) for continuous improvement
• Analyze performance metrics and implement action plans to improve efficiency and CSAT
• Support hiring, onboarding, and capability building of the team
• Drive engagement and retention initiatives within the team

Eligibility Criteria

• 5-6 years of total experience in travel operations (voice-based preferred)
• Minimum 1-2 years of experience in a team handling/leadership role
• Proven experience in managing travel voice processes for US customers
• Strong understanding of end-to-end travel management (Air, Hotel, Car, Rail)
• Hands-on experience with GDS systems (Amadeus, Sabre, Galileo preferred)

Language Proficiency Requirement

• Minimum CEF (CEFR) Level: B1-7 to B2-8
• Strong ability to interact confidently with US-based customers and clients

Key Performance Indicators (KPIs)

• AHT (Average Handle Time): Ensure team meets defined AHT targets while maintaining service quality
• CSAT (Customer Satisfaction Score): Drive high customer satisfaction through superior service delivery (target-driven)
• ESF (Efficiency / Service Fulfilment): Ensure adherence to productivity and service level expectations at daily and monthly levels
• Quality Scores: Maintain high QA scores through compliance with SOPs, accuracy, and call handling standards
• Schedule Adherence: Ensure team meets adherence and attendance targets
• First Call Resolution (FCR): Maximize resolution of customer queries in the first interaction
• Shrinkage Control: Monitor and manage planned/unplanned shrinkage within acceptable limits
• Attrition & Engagement: Maintain healthy attrition levels and drive team engagement initiatives

Required Skills

• Strong people management and leadership skills
• Excellent communication skills (fluent English with neutral accent)
• Customer-first mindset with strong problem-solving ability
• Ability to manage high-pressure situations and dynamic volumes
• Strong analytical skills with experience in performance reporting
• Stakeholder management and client interaction experience
• Ability to drive team motivation, engagement, and productivity