Key Responsibilities
- Lead and manage a team of Analysts and Senior Analysts handling travel voice operations
- Drive team performance to meet SLAs, KPIs, and quality benchmarks
- Monitor real-time operations, queue management, and workforce productivity
- Coach, mentor, and develop team members through regular feedback and training
- Handle customer and client escalations with ownership and timely resolution
- Ensure adherence to travel policies, processes, and compliance standards
- Collaborate with internal stakeholders (Training, QA, WFM, Ops) for continuous improvement
- Analyze performance metrics and implement action plans to improve efficiency and CSAT
- Support hiring, onboarding, and capability building of the team
- Drive engagement and retention initiatives within the team
Key Performance Indicators (KPIs)
- AHT (Average Handle Time): Ensure team meets defined AHT targets while maintaining service quality
- CSAT (Customer Satisfaction Score): Drive high customer satisfaction through superior service delivery (target-driven)
- ESF (Efficiency / Service Fulfilment): Ensure adherence to productivity and service level expectations at daily and monthly levels
- Quality Scores: Maintain high QA scores through compliance with SOPs, accuracy, and call handling standards
- Schedule Adherence: Ensure team meets adherence and attendance targets
- First Call Resolution (FCR): Maximize resolution of customer queries in the first interaction
- Shrinkage Control: Monitor and manage planned/unplanned shrinkage within acceptable limits
- Attrition & Engagement: Maintain healthy attrition levels and drive team engagement initiatives
Required Skills
- Strong people management and leadership skills
- Excellent communication skills (fluent English with neutral accent)
- Customer-first mindset with strong problem-solving ability
- Ability to manage high-pressure situations and dynamic volumes
- Strong analytical skills with experience in performance reporting
- Stakeholder management and client interaction experience
- Ability to drive team motivation, engagement, and productivity
Eligibility Criteria
- 5–6 years of total experience in travel operations (voice-based preferred)
- Minimum 1–2 years of experience in a team handling/leadership role
- Proven experience in managing travel voice processes for US customers
- Strong understanding of end-to-end travel management (Air, Hotel, Car, Rail)
- Hands-on experience with GDS systems (Amadeus, Sabre, Galileo preferred)
Language Proficiency Requirement
- Minimum CEF (CEFR) Level: B1-7 to B2-8
- Strong ability to interact confidently with US-based customers and clients