Team Manager Customer Service- Travel
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Job Location:
Monthly Salary:
Experience Required:
Posted on:
14 hours ago
Vacancies:
1 Vacancy
Job Summary
Role Overview The Customer Service Manager oversees daily support operations manages team performance and ensures that all customer interactions meet the highest standards of quality and responsiveness.
Key Responsibilities
1. Leadership & Team Development
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.
2. Customer Experience & Quality Assurance
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.
3. Operational Performance & Metric Ownership The role is directly responsible for achieving and improving the following KPIs: Core Service Metrics
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.
Workforce & People Metrics
Attrition: Reduce employee turnover through a positive work environment.
Shrinkage: Manage planned/unplanned shrinkage through effective scheduling.
4. Process Excellence & Continuous Improvement
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.
Requirements
Required Skills & Qualifications
48 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.
Benefits
Organization is a growing company focused on providing Business Process Outsourcing (BPO) services for Domestic and Global corporations.
We combine process execution excellence flexible and creative client partnership models business transformation capabilities and cost-effective high-quality services to support our clients.
Required Skills:
Loyalty Travel Ticketing Customer Service Team management good comm skills
Required Education:
Min 15th pass Preferred Graduate IATA GDS trained loyalty management team leading Customer service
