Requirements
•Proven experience in the Travel Domain with exposure to GDS systems 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
•Graduate
Responsibilities
•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
