Operations Team Lead
- IGT Solutions
- 2 - 5 years
- Bengaluru
- 18 days ago
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Job Description
We are currently hiring for an exciting opportunity with IGT Solutions Pvt. Ltd., a leading IT and BPM services provider focused on the Travel, Transportation, and Hospitality domain. Below are the details of the role and the company:
Company Overview:
IGT Solutions Pvt. Ltd. offers integrated IT-BPM services including Application Development and Maintenance, Mobility, Testing, Analytics, Contact Center Services, Back Office Services, and Consulting Services for global travel industry leaders. With 10,000+ travel industry experts, 15 delivery centers, and a global footprint, IGT is committed to delivering innovation, quality, and cost savings.
Equal Opportunity Employer:
IGT Solutions is proud to be an equal opportunity employer, committed to fostering an inclusive and non-discriminatory work environment.
Job Title: Team Leader Airlines Process
Location: Bangalore
Shifts: Rotational (24x7 environment)
Key Responsibilities:
- Lead and manage a team of 1520 members.
- Drive team performance across productivity, quality, shrinkage, and attrition.
- Provide regular coaching and support to team members.
- Review and recommend improvements to processes to enhance performance and CSAT.
- Identify training needs and address process gaps.
- Monitor performance and conduct weekly coaching sessions.
- Handle floor support and escalations.
- Ensure achievement of individual contributor (IC) targets.
- Maintain AHT levels as per targets across tenure buckets.
- Utilize basic computer skills, especially MS Excel.
Requirements:
- Prior experience in handling international processes.
- Experience in team management and supervision.
- Excellent verbal and written communication skills in English.
- Strong organizational and analytical abilities.
- Flexible to work in a 24x7 environment. 5 days a week
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Bengaluru
Keyskills: voice process attrition airlines aht shrinkage operations travel process
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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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