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
📌 Assistant Manager-Customer Service (Gurugram)
🏢 EXL
📍 Gurugram
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