Assistant Operations Manager

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