About the role
Proven experience in the Travel Domain with exposure to GDS system Amadeus, SABRE, Apollo, Galileo preferable in SABRE
Strong understanding of travel operations, including booking, ticketing, refunds, exchange policies
Excellent communication skills with strong leadership skills and people management skills
Ability to manage operations in a fast paced, customer first environment
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
Graduate