Assistant Manager-Back Office-Customer Service

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