Assistant Manager - Travel Account | EXL MOA

We are seeking an Assistant Manager - Travel Account to join our team. This is a full time position that offers a fantastic opportunity to lead and manage a team within our travel account operations. As Assistant Manager, you will be instrumental in driving team performance, ensuring excellent customer service delivery, and contributing to the overall success of our travel account campaign. This role combines hands on leadership with strategic oversight, making it ideal for someone ready to take their career to the next level in the call center and customer service industry.


Key responsibilities

Supervise and manage daily operations of the travel account team, ensuring targets and service level agreements are consistently met Monitor team performance metrics including call quality, average handling time, customer satisfaction scores and adherence to schedules Conduct coaching, training and development sessions to enhance team capabilities and drive continuous improvement Handle escalated customer issues and complaints, ensuring swift resolution and maintaining customer satisfaction Prepare and analyze performance reports, identifying trends and recommending corrective actions where necessary Collaborate with senior management to develop and implement strategies that improve operational efficiency and productivity Ensure compliance with company policies, procedures and quality standards across all team activities Maintain a positive and motivating team environment that encourages engagement and reduces attrition Manage team schedules, leave requests and workforce planning to ensure adequate coverage


What we're looking for

Minimum 2-3 years of experience in a supervisory or team leader role within a call center or customer service environment Proven experience managing travel account operations Strong leadership skills with the ability to motivate and develop team members effectively Excellent communication and interpersonal skills, both written and verbal Proficiency in call center systems and GDS (Global Distribution System). Preferably Sabre & Amadeus Solid understanding of key performance indicators (KPIs) and ability to analyze and interpret data Problem solving mindset with the ability to handle complex customer situations with composure Flexibility to work in a shift based environment, supporting US/UK/AU and weekends as required Knowledge of the travel industry is highly desirable
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