Travel- Flight TL

Process/LOB: Travel- Flight
Job: Team Leader
Location: Gurgaon
Reporting to: Assistant Manager

PRINCIPAL RESPONSIBILITIES :
  • Should be responsible for Inbound customer service.
  • Work direction and development for a team of executives (15-20 in number).
  • Monitor schedule adherence of the executives and advise the leadership team of issues negatively impacting service levels.
  • Provide operational floor management by monitoring service levels, making appropriate decisions, responsible for the daily monitoring of quality and production of the outbound / inbound status group and manual processes.
  • Provide performance feedback to the executives.
  • Assist with training and identify training needs within the group and provide feedback.
  • Mentor and assist new hires.
  • Act as a central point of contact to reporting & escalating system issues to technology & the leadership.
CRITICAL SKILLS REQUIRED:
  • Gds (Amadeus or Galileo) knowledge is must.
  • Customer Service Skills.
  • Travel Industry experience is preferred.
  • Knowledge of the Products supported
  • Knowledge of Customer Procedures / Policies
  • Excellent spoken and written communication skills
  • Knowledge of Customer’s Culture
  • Basic knowledge of forecasting and scheduling techniques, operation policies and procedures and MIS
  • Strong interpersonal, effectiveness and teamwork skills to empower, influence and reach resolution with direct reports, colleagues and leaders
  • Excellent analytical, problem-solving, decision-making and project management skills
  • Ability to drive results against SLA performance indicators
  • Ability to handle stressful situations
  • Willingness to work in 24×7 environment and rotational shifts
CANDIDATE SPECIFICATION:
  • Graduate or graduate equivalent
  • Relevant product/process knowledge
  • Min 1 years of relevant industry experience
  • Coaching and developing people.
  • BPO experience is must.
  • Managing change
  • Emotional intelligence
  • Proven ability to lead and motivate a service-oriented team in a fast paced environment
  • Experience in a call center environment
  • Excellent analytical, problem-solving, decision-making and project management skills
Job Category: Team Leader
Job Type: Full Time
Job Location: Gurgaon

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