Job Description

Assistant Manager Operations -

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Travel Process

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Location - GGN

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Shift Timings Rotational Shifts (24x7 Operations) |

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5 Days Working

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About Atain

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Atain is a leading IT and BPM services provider specializing in the Travel, Transportation, and Hospitality industry. The organization offers integrated solutions across Application Development & Maintenance, Mobility, Testing, Analytics, Contact Center Services, Back Office Operations, and Consulting Services. With a team of over 10,000 travel industry professionals across 15 global delivery centers, Atain is committed to driving innovation, operational excellence, customer satisfaction, and business value for its clients worldwide.

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Atain is an Equal Opportunity Employer committed to creating a diverse and inclusive workplace where all employees are treated with fairness and respect.

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Position Summary

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We are seeking an experienced Assistant Manager Operations with a robust background in the Airlines/Travel domain to lead and manage a high-performing team in a fast-paced international operations environment. The incumbent will be responsible for driving operational excellence, team performance, customer satisfaction, and process improvements while ensuring adherence to key business metrics.Key Responsibilities

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- Lead, mentor, and manage a team of 15-20 associates in an airline operations environment.
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- Drive team performance against key operational metrics including productivity, quality, customer satisfaction (CSAT), attendance, shrinkage, and attrition.
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- Conduct regular performance reviews, feedback sessions, and coaching interventions to enhance team effectiveness.
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- Identify training requirements and collaborate with stakeholders to address skill gaps and improve team capability.
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- Monitor, analyze, and improve operational processes to enhance efficiency and service delivery.
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- Provide floor support and manage customer escalations in a professional and timely manner.
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- Ensure achievement of business targets and individual contributor (IC) goals.
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- Track and manage Average Handling Time (AHT) and other performance indicators across different tenure buckets.
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- Prepare and maintain MIS reports using MS Excel and other reporting tools.
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- Ensure compliance with process guidelines, quality standards, and organizational policies.
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- Collaborate with internal teams and stakeholders to drive continuous improvement initiatives.
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Desired Candidate

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Profile Essential Requirements

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- Graduate in any discipline.
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- Prior experience in the Airlines, Travel, Aviation, or International BPO Operations domain.
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- Proven experience in team handling and people management.
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- Strong understanding of operational metrics such as Productivity,



Quality, AHT, Shrinkage, Attrition, and CSAT.
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- Excellent verbal and written communication skills in English.
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- Strong analytical, problem-solving, and decision-making abilities.
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- Proficiency in MS Excel and reporting methodologies.
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- Flexibility to work in a 24x7 operational environment.
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- Handle international fare quotations, fare construction, and pricing requests.
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- Process partial refunds and perform accurate tax calculations.
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- Interpret and apply airline fare rules and routing regulations.
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- Support ticketing, reissuance, exchanges, and refund-related queries.
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- Ensure compliance with airline policies, industry standards, and customer requirements.
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- Deliver high accuracy and productivity while meeting SLA expectations.
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- Strong working knowledge of Sabre GDS (Cryptic Commands Mandatory).
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- Good understanding of:
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- Fare Construction
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- Fare Rules Interpretation
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- Partial Refund Calculations
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- Tax Calculations
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- International Ticketing & Reissues
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- Excellent analytical and problem-solving skills.
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- Strong communication and customer service orientation.
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What We Offer

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- Opportunity to work with a leading global Travel & Hospitality services organization.
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- Dynamic and collaborative work environment.
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- Career growth and leadership development opportunities.
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- Exposure to international airline and travel operations.
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Interested Candidates share cv- Swapnil Gupta- (phone hidden)

📌 Assistant Operations Manager (Gurugram)
🏢 Atain
📍 Gurugram