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Job Title: Operations Manager / Assistant Manager – Travel Customer Service Location:Onsite – CG Road, Ahmedabad Working Days:5.5 Days Accommodation Provided:Yes, for outstation candidates Meal Facility:Two-time meal provided Experience Required:Minimum 5+ years in an International Travel Company Team Size Managed:30+ employees About the Role We are looking for a dynamicOperations Manager / Assistant Managerwith strong expertise inTravel Customer Service Operations . The ideal candidate must have experience managing large teams, ensuring high-quality service delivery, and working with global clients. A background ininternational travel processesandcontact center operationsis essential. Key Responsibilities Lead and manage a team of 100 + travel customer service professionalsensuring smooth day-to-day operations. Oversee service delivery, performance management, SLA adherence, and quality metrics. Handle client communication (international clients) and escalate issues with timely resolution. Monitor queue management, workforce planning, shift scheduling, and resource allocation. Conduct regular team reviews, coaching, training, and performance improvement plans. Analyse operational data and prepare weekly/monthly reports for management. Ensure compliance with company policies, process updates, and client requirements. Support new process transitions, SOP creation, and system implementation as per business needs. Required Skills & Qualifications 3+ years of experience in an International Travel Company(mandatory). Prior experience in managing a team of30+ employeesin a travel BPO/Contact Center environment. Strong working knowledge ofGDS systems (Amadeus, Sabre, etc.) . Experience incontact center operationswill be a strong advantage. Excellent communication, leadership, and conflict-resolution skills. Strong analytical ability and proficiency in MS Excel and reporting tools. Ability to work under pressure and manage large-scale operations effectively. Why Join Us? Opportunity to work with a fast-growing international travel brand. Accommodation support for outstation candidates. Two-time meal facility provided. Professional growth with exposure to global clients and travel technologies. Work from our premium office located onCG Road, Ahmedabad .