Team Lead

: Team Leader (Travel & Ticketing International Process) Role Overview As a Team Leader, you will be responsible for leading a team of Travel Consultants to deliver world-class booking and ticketing services. You will bridge the gap between front-line operations and management, ensuring that all travel-specific KPIs are met while fostering a high-performance culture. Key Responsibilities 1. Performance & KPI Management Metric Ownership: Drive the team to achieve and exceed key BPO metrics: SLA (Service Level Agreement), AHT (Average Handle Time), CSAT (Customer Satisfaction), and NPS (Net Promoter Score). Real-time Floor Management: Monitor call queues and volume spikes to ensure optimum resource utilization and minimal wait times. Accuracy:Ensure 100% accuracy in ticketing, re-issuances, and refunds to minimize ADM(Agency Debit Memos). 2. People Leadership & Coaching Mentorship: Conduct weekly 1-on-1 coaching sessions based on Quality Audit findings. Development: Identify training needs and work with the L&D team to upskill consultants on GDS shortcuts and customer handling. Engagement: Manage team morale, attrition, and absenteeism through proactive engagement and conflict resolution. 3. Subject Matter Expertise (Travel & GDS) Technical Support: Act as the "SME" (Subject Matter Expert) for complex international itineraries, fare constructions, and specialized ticketing requests. Escalation Handling: Resolve high-level customer complaints and complex booking errors that require senior intervention. 4. Reporting & Analysis Analyze daily performance data to identify trends and "bottom quartile" performers. Prepare and present weekly/monthly operational reports (WBR/MBR) for internal and client stakeholders. Qualifications & Experience Education:Graduate in any discipline (IATA or Travel/Tourism degree is a massive plus). Experience: * Total Experience: 46 years in a BPO/International Contact Center. Leadership Experience: Minimum 1–2 years as a Team Leader in a Travel/Ticketing process. Mandatory Skill: Hands-on proficiency in GDS (Amadeus, Sabre, or Galileo). Communication: Exceptional verbal and written English skills. Required Skills Leadership: Ability to manage a team of 15–20 agents in a high-pressure, 24/7environment. Data Literacy: Strong proficiency in MS Excel (VLOOKUPs, Pivot Tables) to track team performance. Critical Thinking: Ability to make quick decisions during system outages or high-volume travel disruptions. Process Knowledge: Solid understanding of airline policies, IATA regulations,and the end-to-end ticketing lifecycle. Shift & Joining Shifts:Must be flexible with rotational shifts (including night shifts) to support international travel markets. Joining: Immediate Joiners preferred.

DM - 8586914964 (Nancy)

Email- Nancy.soni@transcom.com