Assistant Manager
- Gurgaon, Haryana
- Permanent
- Full-time
- This role is primarily responsible for effective management of Front & Mid office Travel operations for GBT.
- Team management for the smooth function of the processes.
- Contact center management experience
- Ensure strong governance around Research / Documentation of mid office activities.
- Customer Interaction and Relationship Management.
- Identify process improvement opportunities and value adds initiatives.
- Ensuring compliance with SLA and other internal guidelines of policies whilst ensuring effective team work at all times
- Ensure SLA deliverables are met as per agreed standards
- Attrition Management - Motivate team members and control attrition
- Escalation Management – managing customer escalations in quick turnaround time & ensuring plan to avoid future errors
- Provide coaching and feedback to team members to enable them to improve their performance
- Achieve highest productivity standards while ensuring control & quality focus
- This position demands an ability to build long sustaining professional relationship with stakeholders.
- Required Skills/Qualification:
- Graduate with 4-6 years of Travel operations experience.
- Sound GDS knowledge & Expertise in Fare rule interpretation
- Sound understanding of Queue, Invoice management, Refunds & Debit Memo
- Proven skills in people leadership, having managed teams of at least 15-20
- Excellent Interpersonal and Conflict management skills.
- Strong coaching, mentoring and feedback delivery skills.
- Proficiency in Microsoft Excel is desired.
- High Results orientation under circumstances of shifting priorities