oracle
Assistant Manager-Back Office-Customer Service
EXL Talent Acquisition Team
Gurugram, IND
Full-time
Senior · 6+ years experience
Onsite
Discovered 3 weeks ago
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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 Talent Acquisition Team
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