oracle
Assistant Manager-Customer Service
EXL Talent Acquisition Team
Gurugram, IND
Full-time
Senior · 5+ years experience
Onsite
Discovered 3 weeks ago
AmadeusSabreGalileo
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Key Skills for This Role
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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
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
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