Assistant Operations Manager

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

Location:

Working Days:

Accommodation Provided:

Meal Facility:

Experience Required:

Team Size Managed:

About the Role

Operations Manager / Assistant Manager

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

  .