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 

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 

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