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Travel Domain is responsible for leading, optimizing, and transforming large-scale travel contact centre operations. This role ensures operational excellence, service quality, and compliance while driving automation, travel technology integration, and continuous improvement across multiple customer touchpoints (voice, email, chat). The manager will collaborate with global stakeholders, clients, and cross-functional teams to achieve business targets, enhance customer experience, and deliver cost efficiencies.
Responsibilities
2. Key Responsibilities
A. Operational Leadership
- Able to performance manage operations teams of 100+ team staff in 24X7 environment with proven ability in driving service level delivery, with input factors including staffing attendance, shrinkage occupancy,
- Ensure achievement of all SLAs and KPIs, including AHT, FCR, Quality, CSAT/NPS, schedule adherence, contact centre efficiency metrics, and process compliance.
- Manage end-to-end corporate travel contact centre operations across, ensuring consistent service delivery and seamless customer experience.
- Drive robust workforce planning, capacity management, queue/volume monitoring, and real-time staffing optimization to maintain operational stability.
- Partnering with WFM team on enterprise-level forecasting models with attention to volume fluctuations, trend analysis, risk identification, and detailed gap-to-target planning.
- Utilize data-driven insights and dashboards to monitor performance, identify bottlenecks, and implement strategic corrective action plans.
- Collaborate with Quality, Training, WFM, and Technology teams to drive end-to-end operational excellence and continuous improvement.
- Strengthen travel specialist performance through structured governance frameworks, coaching interventions, refresher trainings, and performance accountability mechanisms.
- Implement process standardization, SOP optimization, and automation opportunities to improve accuracy, reduce manual effort, and elevate service quality.
- Awareness of incident management, business continuity planning (BCP), and operational risk mitigation to ensure uninterrupted service delivery.
B. Client & Stakeholder Management
- Lead weekly & monthly reviews with clear accountability insights on performance trends, service delivery,
- Address escalations with a structured root-cause approach and drive continuous performance improvement and service excellence.
- Align operational solutions with client expectations, travel program objectives, SLAs, and contractual obligations.
- Implement robust governance frameworks, including SLA reviews, VOC analysis, and insights to proactively flag risks and opportunities.
- Present data-backed insights on travel patterns, compliance gaps, cost-saving levers, and operational efficiencies to support client decision-making.
- Collaborate with cross-functional teams (Technology, WFM, training & Quality) to align with client priorities.
- Anticipate client requirements by continuously monitoring service metrics and implementing proactive intervention plans.
C. Customer Experience & CSAT Management
- Own and drive Customer Satisfaction (CSAT) performance by analyzing customer feedback, identifying root causes of dissatisfaction, and implementing targeted improvement initiatives.
- Conduct deep-dive CSAT reviews, coach teams on service behavior and communication, and deploy corrective action plans to reduce detractors.
- Partner with Quality, Training, and Operations teams to enhance process effectiveness, close recurring service gaps, and embed a strong customer-first culture.
- Track CSAT trends, monitor real-time customer sentiment, and introduce proactive measures to elevate the end-to-end customer experience.
D. Travel Domain Expertise
- Deep understanding of corporate travel operations, including air, hotel, car, rail, and auxiliary travel services.
- Oversee travel reservations, ticketing, reissues, refunds, fare construction, and itinerary management.
- Support Team with complex travel scenarios, itinerary building, fare rules, and exception handling.
- Ensure compliance with travel policies, supplier guidelines, and corporate travel program standards.
- Liaise with airline partners, GDS providers, and travel technology platforms for issue resolution.
E. Technical & GDS Competencies
- Deep knowledge of Global Distribution Systems (e.g., Sabre, Amadeus, Galileo).
- Expertise in PNR creation, queue management, fare search, ticket issuance, exchanges, voids, and refunds.
- Knowledge of fare construction, ticketing, refunds, reissues, queues, and travel policy compliance.
- Strong understanding of OBTs (Online Booking Tools) such as Cytric, Concur, GetThere, Neo.
- Awareness of travel policy design, compliance requirements, and SLAs related to corporate travel.
- Ability to analyze GDS productivity, scripts, templates, and automation opportunities.
- Oversee integration of AI, chatbots, IVR, and RPA for process improvement.
F. Contact Centre Technology & Analytics
- Drive improvements through WFM systems, ACD/IVR platforms, CRM tools, and quality monitoring applications.
- Implement speech analytics, real-time dashboards, and MIS reporting for decision-making.
- Partner with IT to enhance system performance, reduce downtime, and improve digital channels.
G. Governance, Risk & Compliance
- Ensure adherence to SOPs, travel policies, SLAs, and quality frameworks.
- Drive audits, data security, GDPR/PCI compliance, and risk controls.
- Maintain high standards of service excellence and regulatory adherence.
- Lead a large and diverse team of travel specialists, supervisors, managers, and support functions, ensuring cohesion, engagement, and operational readiness.
- Foster a culture of performance, accountability, collaboration, and service excellence across all levels.
- Develop strong talent pipelines through structured hiring, competency mapping, succession planning, and continuous learning programs.
- Drive proactive employee engagement and attrition management through focused retention strategies, career development opportunities, and regular pulse checks.
- Implement coaching, mentoring, and performance improvement frameworks to strengthen capability and career growth.
H. People Management
3. Technical Competencies (Mandatory)
Travel Technology
- Expertise in GDS platforms: Sabre / Amadeus / Galileo.
- Hands-on experience in:
- PNR management
- Fare construction
- Ticketing & reissues
- Exchanges/EMD/voids/refunds
- Queue management
- Understanding of NDC, LCC content, and fare families.
Contact Centre Systems
- ACD/IVR technologies (Avaya, Genesys, Five9, NICE, Cisco).
- CRM platforms (Salesforce, Zendesk, ServiceNow).
- WFM tools (eWFM, Verint, Aspect).
- Quality monitoring systems.
- Knowledge of omnichannel operations: voice, email, chat, social.
Analytics & Reporting
- Strong understanding of forecasting, capacity planning, and operational analytics.
- Ability to interpret KPIs, trends, and productivity metrics.
- Proficiency in Excel, Power BI/Tableau (preferred).
Automation & Digital Tools
- RPA opportunities within travel processes.
- AI chatbots, self-service platforms, and process digitization.
- Experience with scripting tools and productivity enhancements.
4. Behavioral Competencies
- Strong leadership and people management skills.
- Excellent communication and stakeholder management.
- Ability to handle high-pressure, high-volume environments.
- Customer-centric mindset with continuous improvement focus.
Qualifications
Qualifications & Experience
- Any Graduate / Postgraduate
- 10-12 years of experience in contact centre operations, with at least 5+ years in leadership roles.
- 5+ years of experience in the travel industry. (Corporate preferred)
- Experience in driving CSAT
- Certification in GDS systems preferred.