Team Leader-Operations || Airline Process || Bangalore
- IGT Solutions
- 2 - 7 years
- Bengaluru
- 2 months ago
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Job Description
Job Title:
Team Leader International Process- Location: Bangalore
Work Mode: Work From Office (WFO) Working Days: 5 Days a Week Shift: Flexible for 24x7 Environment
Job Summary: We are seeking an experienced and dynamic Team Leader with strong background in managing international customer support operations. The ideal candidate will lead a team of 15-20 members, driving performance and productivity while maintaining high standards of customer satisfaction.
Key Responsibilities:
- Lead and manage a team of 15-20 team members in an international voice or non-voice process.
- Drive performance metrics including productivity, quality, shrinkage, attrition, and AHT targets based on tenure buckets.
- Handle escalations and provide strong floor support during operations.
- Conduct weekly monitoring, feedback, and coaching sessions to enhance team performance.
- Guide and mentor new team members through coaching and on-the-job training.
- Review current processes, identify areas of improvement, and implement recommendations to boost overall performance and CSAT (Customer Satisfaction).
- Perform TNI (Training Needs Identification) and bridge process gaps effectively.
- Ensure that IC (Individual Contributor) targets are met by the team.
- Utilize MS Excel and other basic computer tools to generate and track reports.
Required Skills & Qualifications:
- Prior experience in international process handling required.
- Proven experience in team handling, including the ability to manage and develop team members and subordinates.
- Strong supervisory skills with the ability to inspire and drive performance.
- Excellent written and verbal communication skills in English.
- Well-organized, methodical, and detail-oriented.
- Proficient with basic computer operations and MS Excel.
Additional Requirements:
- Flexible to work in a 24x7 shift environment.
- Willingness to work from office (WFO).
Preferred Experience:
- 2+ years of experience in team leading roles within an international BPO/KPO environment.
- Background in German customer support or German-speaking client management is highly advantageous.
Ready to take the lead? Join our team and drive international customer service excellence with your leadership and language skills!
Please share your resume on -n***********i@ig*********s.com or contact at 8630322***
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Operations Support - OtherEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Bengaluru
Keyskills: Airlines Travel Process GDS People Management Skills International Voice Process Shrinkage Voice Process Aht Attrition nps CSAT SLA Management International BPO
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