Team Manager Customer Service- Travel

• Lead, coach, and mentor customer service executives and team leads.
• Conduct performance reviews, coaching sessions, and skill-enhancement workshops.
• Build a culture of accountability, empathy, and operational discipline.

• Ensure consistent delivery of high-quality customer interactions across all channels.
• Drive improvements in NPS, QA Score, and customer satisfaction benchmarks.
• Conduct regular quality audits, calibrations, and feedback loops.

• Average Handling Time (AHT): Optimize processes and coaching to maintain efficient call/chat durations.
• Average Speed of Answer (ASA): Ensure timely response to inbound queries.
• Abandon Rate: Reduce customer drop-offs through staffing and queue management.
• Rate of Answer: Maintain high service availability and responsiveness.
• First Response Time: Ensure timely initial responses across digital channels. Customer Experience Metrics • NPS (Net Promoter Score): Improve customer loyalty and advocacy.
• QA Score: Maintain high quality standards through audits and coaching.

• Attrition: Reduce employee turnover through a positive work environment.
• Shrinkage: Manage planned/unplanned shrinkage through effective scheduling.

• Build and refine SOPs, escalation paths, and workflow documentation.
• Identify systemic issues and collaborate with Product, Tech, and Operations.
• Implement automation and knowledge-base improvements.
• Leverage acumen to drive process improvements and provide inputs for automation initiatives.

• 4–8 years of experience in customer service operations, with 2+ years in a managerial role.
• Strong understanding of customer service metrics and quality frameworks.
• Excellent communication, coaching, and conflict-resolution skills.
• Ability to work with CRM, ticketing systems, and reporting tools.
• Analytical mindset with the ability to convert data into insights.

PEOPLEOCITY LLP