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
Choosing a digital partner is about more than capabilities — it’s about collaboration and character.
Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.
At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.
Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.
Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.
We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.
At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.
For more information, visit www.exlservice.com.
