Assistant Manager-Back Office-Customer Service
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About the Role
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
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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
Qualifications
- Graduate
About EXL
EXL is a global data and AI company that provides analytics, digital operations, and industry-specific services to enterprises in insurance, healthcare, banking, retail, media, and energy.
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