Assistant Manager-Customer Service

Job description

**Job Description: 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 **Responsibilities: 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 **Qualifications: 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