Team Leader Operations - Travel Process
- IGT Solutions
- 3 - 8 years
- Noida, Gurugram
- 5 years ago
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Job Description
IGT is looking for Top notch and high performing Team Leaders (Voice, Chat, Travel Operations) to join our fast growing International Travel Servicing Operations.
Interested candidates are required to please provide an updated resume at va********a@ig*********s.com.
May please find the below job description of requirement -
No. of requirements - 30
Job Location - Gurgaon
Shifts- 24X&, 5 Days Working
CTC- upto 5-5.2 Lacs
Joining- Immediate
Job Responsibilities:
- Responsible to manage a Team of 15-20 Customer Service professionals engaged in providing Contact Center services for International Operations of Voice and Chat Travel Process
- Experience in Customer Service International TRAVEL Operations (B2C) preferred, excellent knowledge of managing Voice/Chat Operations with relevant experience in Inbound Travel Operations preferred.
- Travel, Aviation or hospitality industry experience Required with knowledge of common GDS reservation / booking systems (Amadeus, Sabre, Farelogix etc)
- As an Ideal candidate for the role of Team Leader Operations you should be able to inspire your team to achieve their goals at an individual and team level; creating an environment for them to be successful
- Ability to develop and nurture a team to increase engagement and skills
- Evaluate your teams performance daily, weekly, monthly and consistently provide knowledgeable and consultative coaching, mentoring, and feedback that is based on your own experiences and expert knowledge of the travel industry; to drive continuous improvement
- Collaborate with leaders across teams to share best practice and drive overall team performance as well as individual team goals
- You should have the ability to recognize key performance indicators and create performance improvement action plans that are owned and driven by the team members
- You should lead from the front and by action in Improving your teams performance in the key areas of delivering customer satisfaction and efficiency in the customer servicing environment
- Demonstrated passion for service and a high level of customer service experience and commitment is required with the ability to resolve customer issues and concerns, inspiring loyalty to the brand. You will have regular contact with customers / Card Members through outbound and escalated calls.
- Ability and experience to conduct daily / weekly/ monthly team meetings, to lead your team through change or to ensure they are informed of any issues which may affect the way they service the customers
- Communicating directly with Customers through supervisory calls in the event of escalations
- Ensure Superior Customer Experience and top quality service delivery is always the first priority
- You should be able to display high confidence in adapting to the dynamic voice and chat contact center environment and never hesitate to support your teams in meeting the business KPIs
- Experience of call / chat monitoring, reporting and delivering key performance metrics to senior management and leadership
- Be a Smart manager who can effectively manage their time to be always available to your team members for support whilst managing core operations needs.
- Be an inspiring people leader and demonstrate the capabilities of Building an engaged team through regular coaching and continuous development.
- Maintain resilience, composure and remain positive under pressure and changing circumstances at all times
- Strong consultative coaching skills with ability to confidently motivate and inspire a team
- Ability to drive and measure business results, strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint
- Ability to identify, propose and execute performance improvement initiatives
- Directly Responsible to monitor calls and provide regular coaching and mentoring to agents and focus on low performers in team.
- Responsible to participate in client calls agent focus group discussions, calibration sessions and perfromance reviews
- Excellence in managing shrinkage, team discipline and performance dashboards to analyse KPI trends
- Ability to understand and communicate data insights through CMS reports related to team staffing, AHT, Resolution, CSAT, NPS, etc track aux adherence and ensure discipline is maintained in team.
- Responsible to conduct and manage appraisal discussions (PMS) with agents.
- Responsible for Quality/AHT/Sales/CSAT/NPS Metrics Ensure timely download of process updates/product guidelines.
- Manage Attrition and plan career mapping for agents.
- Flexibility to work US SHift schedules including nights and weekends
Education, Skills, Other Abilities:
- Preference for a Bachelors Degree with Minimum 2years+ experience as a Team Leader in an international voice/chat operations process
- Travel Operations experience with knowledge of GDS (AMADEUS/GALILEO/SABRE) preferred
- High proficiency on MS Office with strong knowledge on MS Excel and Power-point
- Excellent written and verbal communication skills in English.
Work from Home Requirements:
- In the current circumstances should have a good infrastructure to operate from home. Current minimum speed requirements of 25 mbps download x 5 mbps upload speeds, preferably through broadband cable
- A secure home office set up, located at your address of residence, free from background noise or other distractions
- Work from Home is only temporary and as soon as it is safe, you will be asked to work from office site in Gurgaon
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds
Job Classification
Industry: BPO, Call Centre, ITeSFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations, Role Category: VoiceRole: VoiceEmployement Type: Full timeEducation
Under Graduation: Graduation Not RequiredPost Graduation: Any Postgraduate in Any SpecializationDoctorate: Any Doctorate in Any SpecializationContact Details:
Company: IGT Solutions Private LimitedAddress: Infotech Centre, 14/2, Old Delhi Gurgaon Road, Dundahera, GURGAON, Haryana, IndiaLocation(s): Noida, Gurugram
Keyskills: Travel Process Team Leading Operations Airlines Operations Team Handling GDS Sabre TL Shrinkage Attrition
IGT Solutions
IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain.Established in 1998, with 100% focused on the Travel indus...
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