Job Description and Qualifications:
- Must be amenable to work 100% onsite in WNS Eastwood Site.
- Proficient in multiple GDS platforms including Worldspan, Sabre, Galileo, Amadeus, and Apollo
- Preferred certification in IATA/UFTAA Level – 1
- Excellent communication skills, particularly in spoken English
- Proficient in Microsoft Office applications, especially PowerPoint and Excel
- Strong understanding of IATA rules and regulations, including fare components, manual fare calculation, pricing units, global indicators, and indirect travel limitations.
- Proficient in operations management with the ability to drive performance and meet client KPIs such as AHT, Agent Error, ASA, Quality Scores across Voice, Chat, Email, and Ticketing Reject Queues
- Ability to lead business reviews with clients, presenting key performance insights and improvement strategies
- Expertise in structuring teams using Departmental Procedures (DP), Standard Operating Procedures (SOP), and process flows
- Skilled in quality tools, conducting Root Cause Analysis (RCA) for recurring issues, and implementing effective action plans
- Strong data analysis skills in Excel, capable of identifying root causes and driving corrective actions based on insights
- Experience in travel operations, particularly in fare pricing, quality management, and process optimization
- Strong analytical and problem-solving skills with a data-driven approach
- Ability to collaborate with cross-functional teams and effectively communicate with stakeholders
- Proven ability to drive performance and process improvements in a fast-paced environment
