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