Assistant Manager-Back Office-Customer Service
- Location Gurugram, Haryana, India
- Experience 6-9 yrs
- Job type Full-time
- Posted 6 Oct 2026
You will be taken to the employer’s own careers page to apply.
Job details
- Qualification
- Bachelor's
- Job ID
- 16627
Job description
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
Responsibilities
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
Requirements
Graduate