EXL

Assistant Manager-Customer Service

EXL  •  Gurugram, IN (Onsite)  •  28 days ago
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Job Description

Key Responsibilities

  • Lead and manage a team of Analysts and Senior Analysts handling travel voice operations
  • Drive team performance to meet SLAs, KPIs, and quality benchmarks
  • Monitor real-time operations, queue management, and workforce productivity
  • Coach, mentor, and develop team members through regular feedback and training
  • Handle customer and client escalations with ownership and timely resolution
  • Ensure adherence to travel policies, processes, and compliance standards
  • Collaborate with internal stakeholders (Training, QA, WFM, Ops) for continuous improvement
  • Analyze performance metrics and implement action plans to improve efficiency and CSAT
  • Support hiring, onboarding, and capability building of the team
  • Drive engagement and retention initiatives within the team

Key Performance Indicators (KPIs)

  • AHT (Average Handle Time): Ensure team meets defined AHT targets while maintaining service quality
  • CSAT (Customer Satisfaction Score): Drive high customer satisfaction through superior service delivery (target-driven)
  • ESF (Efficiency / Service Fulfilment): Ensure adherence to productivity and service level expectations at daily and monthly levels
  • Quality Scores: Maintain high QA scores through compliance with SOPs, accuracy, and call handling standards
  • Schedule Adherence: Ensure team meets adherence and attendance targets
  • First Call Resolution (FCR): Maximize resolution of customer queries in the first interaction
  • Shrinkage Control: Monitor and manage planned/unplanned shrinkage within acceptable limits
  • Attrition & Engagement: Maintain healthy attrition levels and drive team engagement initiatives

Required Skills

  • Strong people management and leadership skills
  • Excellent communication skills (fluent English with neutral accent)
  • Customer-first mindset with strong problem-solving ability
  • Ability to manage high-pressure situations and dynamic volumes
  • Strong analytical skills with experience in performance reporting
  • Stakeholder management and client interaction experience
  • Ability to drive team motivation, engagement, and productivity

Eligibility Criteria

  • 5–6 years of total experience in travel operations (voice-based preferred)
  • Minimum 1–2 years of experience in a team handling/leadership role
  • Proven experience in managing travel voice processes for US customers
  • Strong understanding of end-to-end travel management (Air, Hotel, Car, Rail)
  • Hands-on experience with GDS systems (Amadeus, Sabre, Galileo preferred)

Language Proficiency Requirement

  • Minimum CEF (CEFR) Level: B1-7 to B2-8
  • Strong ability to interact confidently with US-based customers and clients
EXL

About EXL

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.

Industry
Consulting & Advisory
Company Size
10,000+ employees
Headquarters
New York, NY
Year Founded
Unknown
Website
exlservice.com
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