Team Lead

• Team Leader
• Position Title: Team Leader Airline Customer Operations Exp. Mandatory
• Employment Type: Full-time
• Position Overview

We are seeking an experienced and dynamic Team Leader Airline Operations to oversee a high-performing team of travel consultants delivering end-to-end customer support for a major international airline account. The ideal candidate possesses deep subject-matter expertise in Global Distribution Systems (GDS) specifically Amadeus alongside hands-on mastery of New Distribution Capability (NDC) workflows. This role is responsible for driving operational excellence, monitoring service

• level agreements (SLAs), coaching frontline agents, and handling complex airline ticketing, reissuance, fare construction, and disruption management.
• Key Responsibilities
• 1. Operational & SLA Management
• Monitor live queue health, shrinkage, Average Handling Time (AHT), Abandonment Rate, and First Contact Resolution (FCR) to meet contractual airline SLAs.

Supervise real-time floor performance, schedule adherence, and agent occupancy across voice, email, and live chat channels. Act as the direct point of escalation for complex travel disruptions, irregular operations

• (IROPS), schedule changes, involuntary reroutes, and complex reissues/refunds.
• Drive operational compliance with airline-specific policies, debit memo (ADM) avoidance rules, and IATA ticketing regulations.
• 2. Technical Leadership (GDS & NDC)
• Serve as the Team Lead for Amadeus GDS and modern NDC retailing platforms.

Guide team members through complex PNR servicing, fare quote recalculations, split ticketing, residual value computations (EMD-S / EMD-A issuance), and involuntary schedule disruption flows.

Ensure proper implementation and adherence to NDC-direct booking standards, API-integrated workflows, and airline loyalty program servicing. Audit ticketing entries to identify pattern errors and prevent Airline Debit Memos (ADMs).

• 3. People Management & Quality Coaching
• Lead, mentor, and motivate a team of 1520 customer care travel specialists.
• Conduct regular one-on-one coaching sessions, performance evaluations, and root-cause analyses on quality scorecard audits (CSAT, DSAT, QA scores).
• Partner with the Quality Assurance (QA) and Training teams to address knowledge gaps in GDS navigation, ticketing rules, and customer de-escalation.
• Manage attendance, disciplinary actions, performance improvement plans (PIPs), and team attrition.
• 4. Reporting & Continuous Improvement
• Prepare and present daily, weekly, and monthly operational KPI scorecards for internal management and airline client review.
• Identify operational bottlenecks and recommend workflow automation or knowledge-base updates.
• Facilitate weekly team huddles to cascade policy updates, fare rule changes, and seasonal airline operational directives.
• Qualifications & Skills
• Required Experience
• Education: Bachelors degree in Travel & Tourism, Business Administration, Commerce, or a related field (or equivalent practical experience).
• Work Experience:
• Minimum of 2-3 years of total experience in international airline/travel BPO operations.
• Overall experience 5-7 yrs

Amadeus GDS: Advanced command of Amadeus commands, cryptic and graphic interfaces, automated ticketing, exchanges (Amadeus Ticket Changer - ATC), manual re-pricing, and EMD issuance.

NDC Proficiency: Strong practical experience navigating airline NDC

portals/aggregators, servicing NDC orders, ancillary add-ons, and processing NDC-compliant voids/refunds. Aviation Knowledge: Strong foundation in IATA geography, fare construction rules,

• MPM/routing principles, code-share agreements, baggage interline agreements, and Schengen/transit visa requirements.
• Leadership & Soft Skills
• Strong analytical ability to interpret operational scorecards, roster metrics, and CRM data.
• Excellent verbal and written English communication skills; professional client-facing presence.

Proven conflict-resolution and de-escalation skills during crisis operations (weather grounding, system outages, schedule adjustments). Flexibility to work in 24/7 rotating shifts, including night shifts and public holidays.