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

RESPONSIBILITIES

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
* Solid analytical skills with experience in performance re

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