Assistant Operations Manager

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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