Assistant Operations Manager

Job Title : Operations Manager / Assistant Manager – Travel Customer Service

Location : Onsite – CG Road, Ahmedabad

Working Days : 5.5 Days

Accommodation Provided : Yes, for outstation candidates

Meal Facility : Two-time meal provided

Experience Required : Minimum 5+ years in an International Travel Company

Team Size Managed : 30+ employees

About the Role

We are looking for a dynamic Operations Manager / Assistant Manager with strong expertise in Travel Customer Service Operations . The ideal candidate must have experience managing large teams, ensuring high-quality service delivery, and working with global clients. A background in international travel processes and contact center operations is essential.

Key Responsibilities

Lead and manage a team of 100 + travel customer service professionals ensuring smooth day-to-day operations.

Oversee service delivery, performance management, SLA adherence, and quality metrics.

Handle client communication (international clients) and escalate issues with timely resolution.

Monitor queue management, workforce planning, shift scheduling, and resource allocation.

Conduct regular team reviews, coaching, training, and performance improvement plans.

Analyse operational data and prepare weekly / monthly reports for management.

Ensure compliance with company policies, process updates, and client requirements.

Support new process transitions, SOP creation, and system implementation as per business needs.

Required Skills & Qualifications

3+ years of experience in an International Travel Company (mandatory).

Prior experience in managing a team of 30+ employees in a travel BPO / Contact Center environment.

Strong working knowledge of GDS systems (Amadeus, Sabre, etc.) .

Experience in contact center operations will be a strong advantage.

Excellent communication, leadership, and conflict-resolution skills.

Strong analytical ability and proficiency in MS Excel and reporting tools.

Ability to work under pressure and manage large-scale operations effectively.

Why Join Us?

Opportunity to work with a fast-growing international travel brand.

Accommodation support for outstation candidates.

Two-time meal facility provided.

Professional growth with exposure to global clients and travel technologies.

Work from our premium office located on CG Road, Ahmedabad .