* 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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