Assistant Operations Manager

Atain; Gurugram District; On-site; INR 700,000 - 1,000,000; Full time

Benefits offered by this job

Global exposure

Leadership development

Career growth

International travel exposure

Job summary

Atain is seeking an experienced Assistant Manager Operations in Gurugram to lead a 15-20 member team in a 24x7 airline operations environment. You will drive performance against productivity, quality, CSAT and AHT, conduct coaching, identify training needs, and ensure processes run efficiently with strict adherence to SLAs.

Strong Sabre GDS knowledge, MS Excel proficiency, and excellent English communication are essential.

Qualifications

• Graduate in any discipline.
• Experience in Airlines/Travel/Aviation or international BPO operations.
• Proven team handling and people management.
• Strong knowledge of productivity, quality, CSAT, AHT and attrition metrics.
• Excellent English communication.
• Proficiency in MS Excel and reporting methodologies.
• Willingness to work in a 24x7 environment.
• Knowledge of Sabre GDS and fare construction is preferred.

Responsibilities

• Lead, mentor, and manage a team of 15-20 associates in an airline operations environment.
• Drive team performance against key metrics including productivity, quality, CSAT, attendance, shrinkage, and attrition.
• Conduct performance reviews, feedback sessions, and coaching to improve effectiveness.
• Identify training needs and coordinate with stakeholders to close skill gaps.
• Monitor and improve operational processes to enhance efficiency and service delivery.
• Provide floor support and manage customer escalations professionally.
• Ensure achievement of business targets and IC goals.
• Track AHT and other KPIs across tenure buckets.
• Prepare MIS reports using MS Excel and other tools.
• Ensure compliance with process guidelines, quality standards and policies.
• Collaborate with internal teams to drive continuous improvement.

Skills

Team management

English communication

MS Excel

Reporting

Sabre GDS

Operational metrics

International BPO experience

Education

Bachelor's degree

Tools

Sabre GDS

Job description

Shift Timings Rotational Shifts (24x7 Operations) |

5 Days Working

About Atain

Atain is a leading IT and BPM services provider specializing in the Travel, Transportation, and Hospitality industry. The organization offers integrated solutions across Application Development & Maintenance, Mobility, Testing, Analytics, Contact Center Services, Back Office Operations, and Consulting Services. With a team of over 10,000 travel industry professionals across 15 global delivery centers, Atain is committed to driving innovation, operational excellence, customer satisfaction, and business value for its clients worldwide.

Atain is an Equal Opportunity Employer committed to creating a diverse and inclusive workplace where all employees are treated with fairness and respect.

Position Summary

We are seeking an experienced Assistant Manager Operations with a strong background in the Airlines/Travel domain to lead and manage a high-performing team in a fast-paced international operations environment. The incumbent will be responsible for driving operational excellence, team performance, customer satisfaction, and process improvements while ensuring adherence to key business metrics.Key Responsibilities

• Lead, mentor, and manage a team of 15-20 associates in an airline operations environment.
• Drive team performance against key operational metrics including productivity, quality, customer satisfaction (CSAT), attendance, shrinkage, and attrition.
• Conduct regular performance reviews, feedback sessions, and coaching interventions to enhance team effectiveness.
• Identify training requirements and collaborate with stakeholders to address skill gaps and improve team capability.
• Monitor, analyze, and improve operational processes to enhance efficiency and service delivery.
• Provide floor support and manage customer escalations in a professional and timely manner.
• Ensure achievement of business targets and individual contributor (IC) goals.
• Track and manage Average Handling Time (AHT) and other performance indicators across different tenure buckets.
• Prepare and maintain MIS reports using MS Excel and other reporting tools.
• Ensure compliance with process guidelines, quality standards, and organizational policies.
• Collaborate with internal teams and stakeholders to drive continuous improvement initiatives.

Desired Candidate

• Graduate in any discipline.
• Prior experience in the Airlines, Travel, Aviation, or International BPO Operations domain.
• Proven experience in team handling and people management.
• Strong understanding of operational metrics such as Productivity, Quality, AHT, Shrinkage, Attrition, and CSAT.
• Excellent verbal and written communication skills in English.
• Strong analytical, problem-solving, and decision-making abilities.
• Proficiency in MS Excel and reporting methodologies.
• Flexibility to work in a 24x7 operational environment.
• Handle international fare quotations, fare construction, and pricing requests.
• Process partial refunds and perform accurate tax calculations.
• Interpret and apply airline fare rules and routing regulations.
• Support ticketing, reissuance, exchanges, and refund-related queries.
• Ensure compliance with airline policies, industry standards, and customer requirements.
• Deliver high accuracy and productivity while meeting SLA expectations.
• Strong working knowledge of Sabre GDS (Cryptic Commands Mandatory).
• Good understanding of:
• Fare Construction
• Fare Rules Interpretation
• Partial Refund Calculations
• Tax Calculations
• International Ticketing & Reissues
• Excellent analytical and problem-solving skills.
• Strong communication and customer service orientation.

What We Offer

• Opportunity to work with a leading global Travel & Hospitality services organization.
• Dynamic and collaborative work environment.
• Career growth and leadership development opportunities.
• Exposure to international airline and travel operations.