Assistant Manager-Back Office-Customer Service
Core
Lead and manage a team of travel agents in a contact center to oversee daily operations including booking, ticketing, refunds, and exchanges.
Role type
Assistant Manager, Back Office Customer Service
Builds
Contact center operations for travel agents
Domain
Travel industry
Deliverable
dashboards & analysis
Required skills
GDS systems (Amadeus, SABRE, Apollo, Galileo), travel operations (booking, ticketing, refunds, exchanges), team leadership, performance monitoring, process improvement, escalation management, reporting
Preferred skills
None stated
Technologies
Amadeus, SABRE, Apollo, Galileo
Responsibilities
Lead and manage a team of at least 10 travel agents or support executives; Oversee daily operations in a contact center setting, ensuring SLAs and KPIs are consistently met; Drive process excellence across Refunds, Ticketing, Exchanges, and Email Servicing workflows; Monitor performance, provide regular coaching, and foster a culture of continuous improvement; Collaborate with Quality, Training, and Workforce Management teams to optimize service delivery; Handle escalations with a solution-oriented approach; Prepare performance reports and share insights with leadership