Role Purpose
The purpose of this role is to lead and manage a high‑performing operations team supporting a major Travel Agency call center. The Assistant Manager is responsible for ensuring that all service level standards are consistently achieved while maintaining strong operational discipline across all functions.

Key Responsibilities
• Ensure process meets and exceeds Stipulated Timelines and Service level agreements
• Actively manage staff on a regular basis to ensure all issues are dealt with effectively and efficiently
• Train, coach and motivate team members and Supervisors.
• Responsible for Staff Retention / attrition level
• Be involved in the recruitment of the team members & Supervisors
• Be involved in the appraisal process of the team members & Supervisors.
• Responsible for quality and Quantity of Process and People.
• Establishing MIS reporting and increasing Process efficiency.
• Monitoring reports and trend to develop new service areas.
• Client / Customer Experience Management
• Excellent Client/Customer Management skills.




• Responsible for Consistent client interaction for operational and performance management.
• Consistently improves the client/customer satisfaction index.
• Serve as process ambassador and represent Process during client facility visits.
• Conduct Conference calls with the overseas client.
• Be in regular email contact and ensure all problems are ironed out on a timely basis.

Required Competencies
• Graduate in any discipline, with good academic profile.
• Proven experience managing a large team within an inbound, voice-based process.
• 2-3 years of relevant BPO experience, including 1-2 years in Travel Processes (preferred).
• Working knowledge of GDS/CRS platforms, preferably Sabre/Amadeus.
• Minimum 9 months of experience as Team Leader.
• Demonstrated track record of strong performance and professional achievements.
• Leadership and Managerial Abilities
• Analytical and Methodical Abilities
• Problem Solving Ability
• Ex

📌 Assistant Manager (Medellín)
🏢 Atain
📍 Medellín