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Assistant Manager-Back Office-Customer Service

Fa Ewjt Saasfaprod1 · Gurugram, Haryana, India

Operations ManagementImported listingfull-timeabout 20 hours ago

About The Role

  • Proven experience in the Travel Domain with exposure to GDS system Amadeus, SABRE, Apollo, Galileo preferable in SABRE
  • Strong understanding of travel operations, including booking, ticketing, refunds, exchange policies
  • Excellent communication skills with strong leadership skills and people management skills
  • Ability to manage operations in a fast paced, customer first environment
  • 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
  • Handle escalations with a solution-oriented approach
  • Prepare performance reports and share insights with leadership
  • Graduate

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