437 Aht Jobs - Page 5

Handle a team of 30–35 associates in outbound BPO sales, prepare sales reports, dashboards, productivity trackers & conversion metrics, manage multi-channel B2C processes (calls, chats, emails), monitor shrinkage, attrition & team KPIs effectively

Experience: Minimum 1 Year in International Voice Support Process Type: Voice–International Qualification: Graduate(Mandatory) CTC Up to 5.75 LPA+ Variables Location: Pune/Bangalore Immediate Joiners Only Shifts:24*7 Shifts Contact 8769866443 Neha

Hiring: Customer Support Voice Process (Work from Home) Job Type : Contractual Role (3 Months) Work Mode : Work from Home Base Location: Bangalore/Hyderabad Shifts : Rotational Day Shifts Working Days: 6 Days a Week | 1 Rotational Off Joiners : Immediate Joiners Only Eligibility Criteria: Freshers or Minimum 6 months of experience in Customer Support Voice Process Must be fluent in Hindi and English (both mandatory) Should be a graduate Mandatory Requirements: Personal laptop/desktop Stable Wi-Fi connection Proper power backup at home for uninterrupted work Compensation: CTC: 18,000 per month Take Home: Approx. 14,000 Contact to Apply: Kamya: 9084148502

Hiring for Customer Support Voice Process Location: Bangalore (Work from Office) Shift: Day Shift Work Days: 6 Days Working | 1 Day Rotational Off CTC: 37,000 (Take Home: 32,000) Notice Period: Immediate Joiners Preferred Eligibility Criteria: Experience: Minimum 1 year in Customer Support – Voice Process Languages Required: Hindi and English (both mandatory) Qualification: Minimum 12th Pass Key Requirements: Strong verbal communication skills Ability to handle customer queries and resolve issues efficiently Willingness to work from office Contact: Archana – 9332827358

Role 1 Title- Sr Manager WFM Location -Mumbai Shift - UK (1 to 10:30 pm) Role 2 Title- Sr Manager WFM Location - Pune Shift - US shift- 6 pm to 3 am (night shift) Title: WFM Senior Manager Department : Workforce Management Reports to : Head of Department WFM Job Purpose To manage all planning, scheduling & real-time, dialer & access management, along with invoicing processes in support of operations to achieve the business objective (primarily achieving business service level & account profitability) and maximizing efficiency and occupancy. To ensure strategic goals are met through, collaborative planning, effective communication, while ensuring forecast alignment with strategic goals. Primary Responsibilities Manage end to end planning & scenario building for managing account profitability Manage operations from scheduling & real time perspective Service Level management Shrinkage & schedule adherence AHT Outage Management Collaboratively work with client planning team to review & provide views on forecasting accuracy To manage the outcome & efforts on the outliers Review weekly intraday & rosters Review KPIs and Service Level projections for the coming week Ensuring all necessary & relevant efficiency parameters are within target Liaise with multiple stakeholders / departments within CC for effective delivery of all efficiency parameters Working extensively on improving efficiencies for the CC Manage ad-hoc requirements from Ops & any other functions Discuss & review daily / weekly / monthly / quarterly performances with stakeholders People engagement & performance enhancement Manage multiple teams & team performances Knowledge, skills & competencies required Functional Skills and Competencies: Functional knowledge of various workforce management tools Overall Understanding of the Workforce Management, along with operational management Understands and know the purpose of the role and how it links to the other roles Good knowledge of MS Office Understands and has knowledge of key Contact Centre metrics such as shrinkage, AHT, Occupancy, schedule adherence, etc Analyse situations, identifies the gaps quickly and take necessary steps to avoid impact on Service Levels Ability to make / take decisions (could be unpopular / difficult) impacting strategic outcomes appropriately and effectively Consistently demonstrates organization orientation and detail orientation Plans and organizes large-scale and long-term projects and strategies that lead to desired outcomes Customer Focus (Core) Consistently places a high value on customers (internal and external) and all issues and factors that relate to customer experience/ stakeholder expectations and needs Has the ability to have difficult conversations with stakeholders constructively Considers the customer at the forefront of all decisions that are being made and ensures that value is being delivered to them Communication Skills Ensures delivery of all promises and commitments made to the customers / stakeholders Influences stakeholders and team members alike by creating positive relationships with them in order to achieve company goals Ability to translate and summarize analytical data findings into actionable recommendations Interpersonal Skills and Teamwork To be able to communicate effectively, both verbally and in writing, with India & UK stakeholders & across levels Ensures that full support is rendered to all team members in conducting their day-to-day affairs and all team decisions are supported irrespective of personal agenda Experience Minimum 12~15 years’ experience in Contact Centre Industry Minimum of 6~8 years’ experience in Workforce Management

Hi Job-Seekers!!! Greeting from ShiningstarsITPL!!! HIRING FOR OPERATIONS TEAM LEAD POSITION Location- Lucknow, Noida & Gurugram Position - Team Lead Requirement - Graduate with minimum 3 years Experience in BPO & 1 year as Operations Team Lead can Apply. ROLE & RESPONSIBILITIES Managing and overseeing the work of employees Monitoring employee performance and providing feedback Assisting in administrative tasks like scheduling meetings Assisting the manager in organising, planning and implementing strategy Handling inventory management and ordering supplies Training and coaching new employees Maintaining records and files Assist in budgeting and resource allocation For Lucknow- Salary - upto 5LPA (Depending upon last drawn) For Noida- Salary- Upto 6.5LPA (Depending upon last drawn) For Gurugram - Salary- Upto 5.5LPA (Depending upon last drawn) Apply Now! Don't miss this opportunity to kick-start your career with a professional and growth-oriented company. Contact Person: Kaynat Khan (Team Leader) Mobile: +91-8957778258 Drop a text or WhatsApp your resume for quick response and interview scheduling. Thanks & Regards Kaynat Khan Team Leader ShiningstarsITPL

Hello Job Seekers, Greetings from Shining Stars ITPL!! We are seeking a dynamic and experienced Team Lead to oversee our operations in Noida and Lucknow. Location: Lucknow and Noida Budget - Noida - Upto 7 LPA + Travel Reimbursment + 5 days working Lucknow - Upto 5 LPA ** On Paper experience as a Team lead in any customer care process for at least 1 year into BPO is a must (INTERNATIONAL IS PREFFERED). ** Role and Responsibilities: Oversee daily team operations and ensure productivity. Monitor and evaluate key performance metrics, including shrinkage, attrition, Average Handle Time (AHT), and customer satisfaction (CSAT), implementing improvements as needed. Provide coaching and support to team members to enhance their skills and performance. Ensure achievement of team goals and objectives related to operational efficiency and quality. Drive initiatives to improve CSAT and reduce AHT while maintaining service standards. Prepare performance reports for management review, highlighting key metrics and areas for improvement. What Were Looking For: Bachelor's degree in a relevant field. 3 years of experience in a BPO or customer service environment, with at least 1 years as a Team lead in any internatioal process. Candidates should have excellent written and verbal communication skills, along with strong presentation abilities. Proficiency in MS Office applications (Word, Excel, Visio, PowerPoint) would be beneficial Strong interpersonal skills and the ability to motivate and engage trainees. How to Apply: For any further queries or to get your interview aligned please give a call on - 9580746603 (Pooja Mishra), if incase it misses you can connect with Fauzia - 9569902470. Please allow us time to revert and request you to drop either a text or drop your resume over the same number.

Role Summary We are looking for an enthusiastic Team Leader for Sales Process at IGT Solutions. In this role, you will be responsible for leading a team overseeing performance management, and ensuring high-quality standards are met for services. The ideal candidate will have a background in team management,, and a passion for maintaining safety and quality across digital platforms. You will drive team performance, handle escalations, and identify opportunities for process improvements. What You Would Be Doing? Team Leadership & Management : Leading and managed a team of 15-20 to ensure optimal performance in line with quality and productivity metrics. Performance Monitoring & Coaching : Reviewing and monitoring team performance regularly, focusing on KPIs such as quality, productivity, shrinkage, and attrition. Providing ongoing coaching and feedback to team members to enhance performance. Escalation Handling : Providing floor support and handling escalations to ensure swift resolution of complex. Process Improvement : Identifying process gaps and recommending improvements that can help increase team performance and client satisfaction. Training & Development : Coaching new team members and continuously working to enhance the skills of existing team members. Client & Stakeholder Interaction : Collaborating with clients to understand expectations and ensure standards are met, fostering strong relationships with both internal and external stakeholders. Target Management : Ensuring team meets set targets for KPIs such as AHT (Average Handling Time) Reporting & Documentation : Maintaining detailed records of team performance, issues, and resolutions to report back to senior management and clients. Qualifications Education : Graduate in any discipline. Experience : At least 2+ years of experience in content moderation, with at least 1 year of experience managing teams. Skills : Strong leadership and supervisory abilities. Excellent written and verbal communication skills in English. Strong problem-solving and analytical skills. Ability to handle escalations and complex content issues. Proficiency in MS Office, particularly Excel. Familiarity with content moderation guidelines and best practices in the industry. Whats Expected Proven ability to manage and lead a high-performing team in a fast-paced environment. Expertise in analyzing team performance, identifying areas for improvement, and implementing effective solutions. Strong communication and relationship-building skills with clients and internal stakeholders. Ability to work effectively in a 24x7 work environment and manage stretch targets. 5 Days Working Sales Experience Mandate What Are You Signing Up For? Competitive salary Health and wellness programs Career advancement opportunities Comprehensive career development programs Promising career progression within a global company A dynamic, world-class work culture that values innovation and teamwork To Apply: 7042379178

We're Hiring: Team Leader Content Moderation (COMO) Location: Gurgaon | Shifts: Flexible | Experience Required: 1+ year as a Team Leader (on paper) Join IGT Solutions Pvt Ltd , a global leader in IT & BPM services for the Travel, Transportation, and Hospitality industries, and help us shape a safer digital world through effective content moderation. What Youll Be Doing: • Lead a team of 1015 agents handling image and video moderation (including afflictive content) • Drive productivity (>1000 cases/agent/day) and maintain 99% accuracy • Conduct 1:1s, weekly reviews, EWS & IDP discussions • Provide actionable data-driven insights to improve team performance • Deliver regular coaching, audits, and feedback • Ensure team well-being and collaboration with HR, L&D, Transport, and Payroll teams • Share policy/process recommendations and improvements What Were Looking For: • Minimum 1 year of proven experience as a Team Leader • Hands-on experience in content moderation (text, image, video) for international clients • Strong in performance & stakeholder management • Comfortable managing afflictive content • Willingness to work in flexible shifts Why IGT Solutions? With 10,000+ industry experts and 15 global delivery centers, IGT is redefining excellence in IT-BPM for the worlds leading travel and tech brands. Learn more: www.igtsolutions.com Were an Equal Opportunity Employer Diversity and inclusion aren’t just buzzwords—they’re our foundation. Ready to lead with impact? Apply now and be a part of something bigger. #HiringNow #TeamLeaderJobs #ContentModeration #GurgaonJobs #IGTSolutions #LeadershipRoles #DigitalSafety #JoinOurTeam Share resume at sonam.singh1@igtsolutions.com

Role Summary We are looking for an enthusiastic Team Leader for Sales Process at IGT Solutions. In this role, you will be responsible for leading a team overseeing performance management, and ensuring high-quality standards are met for services. The ideal candidate will have a background in team management,, and a passion for maintaining safety and quality across digital platforms. You will drive team performance, handle escalations, and identify opportunities for process improvements. What You Would Be Doing? Team Leadership & Management : Leading and managed a team of 15-20 to ensure optimal performance in line with quality and productivity metrics. Performance Monitoring & Coaching : Reviewing and monitoring team performance regularly, focusing on KPIs such as quality, productivity, shrinkage, and attrition. Providing ongoing coaching and feedback to team members to enhance performance. Escalation Handling : Providing floor support and handling escalations to ensure swift resolution of complex. Process Improvement : Identifying process gaps and recommending improvements that can help increase team performance and client satisfaction. Training & Development : Coaching new team members and continuously working to enhance the skills of existing team members. Client & Stakeholder Interaction : Collaborating with clients to understand expectations and ensure standards are met, fostering strong relationships with both internal and external stakeholders. Target Management : Ensuring team meets set targets for KPIs such as AHT (Average Handling Time) Reporting & Documentation : Maintaining detailed records of team performance, issues, and resolutions to report back to senior management and clients. Qualifications Education : Graduate in any discipline. Experience : At least 2+ years of experience in content moderation, with at least 1 year of experience managing teams. Skills : Strong leadership and supervisory abilities. Excellent written and verbal communication skills in English. Strong problem-solving and analytical skills. Ability to handle escalations and complex content issues. Proficiency in MS Office, particularly Excel. Familiarity with content moderation guidelines and best practices in the industry. Whats Expected Proven ability to manage and lead a high-performing team in a fast-paced environment. Expertise in analyzing team performance, identifying areas for improvement, and implementing effective solutions. Strong communication and relationship-building skills with clients and internal stakeholders. Ability to work effectively in a 24x7 work environment and manage stretch targets. 5 Days Working Sales Experience Mandate What Are You Signing Up For? Competitive salary Health and wellness programs Career advancement opportunities Comprehensive career development programs Promising career progression within a global company A dynamic, world-class work culture that values innovation and teamwork To Apply: Kindly share their cv at sonam.singh1@igtsolutions.com

Customer Service Voice/Blended Process Gurgaon location Any grad./undergrad. with 1 year customer service exp. can apply 5 days working 2 roster off 24/7 shifts Cabs & Cab allowances Huge inc. Salary-upto 5.8 lpa Piyush - 9990035425 Required Candidate profile Candidates must have excellent communication skills. Candidates must be comfortable working in any shifts. Perks and benefits Cabs Up To 3500 miv Up To 4k cab allowance

Role & responsibilities Manage daily operations of the contact center, ensuring efficient use of resources and meeting performance targets. Supervise a team of agents, providing guidance on customer service standards, product knowledge, and process adherence. Analyze key performance indicators (KPIs) such as AHT, Shrinkage, Attrition, KRA's etc. to identify areas for improvement. Develop strategies to reduce shrinkage and attrition rates through effective training programs and employee engagement initiatives. Collaborate with other departments to resolve complex issues related to billing, sales, or technical support. Candidate Criteria - 2-4 years of experience in BPO Operations Management or Contact Center Operations. Strong understanding of BPO management principles and practices. Excellent communication skills with ability to lead teams effectively. Proficiency in analyzing data using tools like AHT analysis software.

Responsibilities: * Manage team performance & productivity * Ensure customer satisfaction through CSAT monitoring * Oversee rostering & floor management * Lead by example with strong communication skills Provident fund Annual bonus

Roles and Responsibilities Manage a team of healthcare professionals responsible for medical billing, claims processing, and customer service. Oversee daily operations to ensure efficient workflow management, quality control, and adherence to SLA targets. Develop strategies to reduce attrition rates through effective training programs and employee engagement initiatives. Collaborate with cross-functional teams to identify areas for improvement in healthcare processes and implement changes accordingly. Analyze performance metrics such as AHT, CSAT, SLA compliance, shrinkage rate, etc. to optimize team efficiency. Share CV on neelam.shahu@teleperformancedibs.com Contact - 9594690866

Bulk Hiring | Team Leads International Voice Process Location: Noida Mode: Work from Office Industry: BPO / Customer Service Work Type: Full-Time Experience Required: 1 to 6 years About the Company: We are a trusted recruitment partner for multiple international BPO brands across India. Currently, we are hiring experienced professionals to join as Team Leads for a premium International E-commerce Voice Process . This is a bulk requirement , and we are looking for immediate joiners. Key Responsibilities: Lead, manage, and mentor a team of customer service executives. Ensure adherence to performance metrics such as AHT, CSAT, Quality, and SLA. Conduct regular team huddles, performance reviews, and coaching sessions. Manage escalations and ensure timely resolution. Prepare and share weekly/monthly performance dashboards with stakeholders. Work closely with operations and quality teams for process improvement. Eligibility Criteria: Graduate in any stream (mandatory). Minimum 1 year of experience as an SME or Team Lead in an international voice process. Total BPO experience of at least 2 to 6 years preferred. Strong communication skills and team management capability. Comfortable with rotational shifts and a 6-day working structure. Immediate joiners preferred. Compensation & Benefits: Salary: 4.75 LPA to 6.75 LPA. Up to 30% hike based on current CTC and interview performance. Performance-based incentives and employee benefits as per company policy. How to Apply: Interested candidates can share their updated CVs via WhatsApp to 9696714723 (Homa) . If the call is not answered, kindly drop a message mentioning the position: "Team Lead – International Voice Process. Stay Updated: WhatsApp Hiring Channel: https://whatsapp.com/channel/0029VaLXmHBEKyZFIm6giY0 LinkedIn Profile: https://www.linkedin.com/in/homafaijani #BulkHiring #TeamLeadJobs #InternationalBPO #VoiceProcess #BPOJobs #NoidaJobs #GurgaonHiring #CustomerSupportJobs #LeadershipRoles #HiringNow #ShiningStarsRecruitment #ImmediateJoiners

Leading BPO in Kolkata Hiring Operations Manager- International Voice Process Must be working as a Manager or Tenured Deputy Manager in BPO in International Voice Process Handled Team Span of 80+ including Team Leader, Assistant Manager Good in Operations Matrices like SLA, CSAT, Attrition, Shrinkage, NPS CTC UPTO 15LPA Candidate willing to relocate can also Apply Looking for Diversity Candidates Immediate joiners/ 1Month notice Key Roles and Responsibilities Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization's policies and applicable legal requirements Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports) Create and maximize relationships with client partners Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance targets Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements Attend business reviews with the client Handle a team of team leaders 7-8 years client facing Work experience in a BPO Key Skills and knowledge: Knowledge of Internet Services, MS Office and Basic Computer Troubleshooting Flexibility to work in any shift and, on weekends Establish a course of action for self and others to accomplish specific goals Demonstrate ability to coach and develop action plans, which maximize performance, and provide effective feedback Demonstrate ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal Work well under pressure and follow through on items to completion while maintaining professional demeanor. Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates Demonstrate ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment Demonstrate ability to mentor, coach and provide direction to team members Willingness to work in a flexible schedule Educational qualification Graduation Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Being a Team Leader, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Teammates delivers on their Service Level Agreement (SLA) and achieve their Key Performance Indicators (KPIs). As Team Leader, you are in charge of managing the team and making sure everyone adheres to their schedules. You must be organized and be able to handle responsibility. A critical part of the role is to be able to train and help in the development of your team, by conducting team huddles, coaching sessions, and recognizing weaknesses - so you can offer solutions to help them improve and grow. Through that, your team will be able to deliver a superior customer experience - which is the main thrust of your department. You must be adept at creating reports of your teams performance and documenting feedback from your client. You must be able to effectively manage issues that might arise (including HR related ones); not to mention, being creative in terms of thinking of solutions; and acting as the liaison between management and your team. Please Note - Candidate must have atleast 1 year of experience as a TL on papers in international process. Interested candidates can share their resume "rajal.garg@taskus.com" or call on 8141444230 Regards, Rajal Garg

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 International Travel Process Location: Gurgaon Shifts: Rotational (24x7 environment) Working Days: 5 Days a Week (Work from Office) Key Responsibilities: Lead and manage a team of 15–20 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. You can find more about the company here: IGT Company Profile

Manage a team of technical executives in service desk operations. Main objective of the role will be to supervise the day-to-day delivery performance of the team The role will also require the individual to motivate, mentor, coach and groom the team Required Candidate profile Ensure process & KM compliance along with meeting client and internal commitments. Own all customer escalations and complaints. Ensure team meets/exceeds metrics: CSAT, FCR, AHT, resolution rate Perks and benefits Perks and Benefits

IGT Solutions Pvt Ltd is a leading IT & BPM services provider committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain. The company offers integrated IT-BPM services comprising of Application Development and Maintenance, Mobility, Testing, Analytics, Contact Center Services, Back Office Services and Consulting Services to the Travel industry worldwide. IGT boasts of a talent pool of over 10,000+ travel industry experts with its 15 state-of-the-art delivery centres and worldwide operational presence. IGT, through its innovative solutions and services, offers a unique value proposition in terms of quality, flexibility and cost savings to a large number of airlines, travel management companies, OTAs, travel technology companies, airports, railways, cruise liners and hotels. IGT Solutions provides equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these groups. Job Summary: We are seeking an experienced and dynamic Team Leader with a background in managing customer service operations for international airline processes. The ideal candidate will be responsible for driving team performance, managing escalations, and ensuring an exceptional customer experience while meeting key operational metrics. Key Responsibilities: Manage and lead a team of 1520 team members handling customer interactions in an international airline process. Monitor and manage team performance across key metrics: Productivity, Quality, Shrinkage, and Attrition . Provide floor support , resolve complex queries, and handle customer escalations effectively and efficiently. Conduct weekly performance reviews , one-on-one coaching, and mentoring for continuous improvement. Coach and onboard new team members, ensuring smooth transition and process understanding. Analyze existing workflows and recommend process improvements to enhance overall performance and CSAT (Customer Satisfaction Score) . Identify Training Needs (TNI) and bridge knowledge or skill gaps to elevate team capabilities. Track and ensure achievement of individual contributor (IC) targets across the team. Maintain AHT (Average Handling Time) within the defined limits across tenure brackets. Collaborate with support functions to ensure the smooth running of day-to-day operations. Skills & Qualifications: Experience in handling international airline processes Mandatory. Proven experience in team management with strong supervisory skills . Excellent verbal and written communication skills in English. Proficient in MS Excel and basic computer applications. Strong organizational and analytical skills with attention to detail. Ability to work in a fast-paced, high-pressure environment . Open to working in a 24x7 rotational shift setup . Preferred Experience: Minimum 13 years of experience in a Team Leader / Supervisor role within an international BPO or airline customer support process. Experience in leading customer service teams in domains like flight bookings, changes, cancellations, and frequent flyer programs. If you're passionate about delivering top-tier customer service and leading high-performing teams in the dynamic airline industry, we invite you to apply.

IGT Solutions Pvt Ltd is a leading IT & BPM services provider committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain. The company offers integrated IT-BPM services comprising of Application Development and Maintenance, Mobility, Testing, Analytics, Contact Center Services, Back Office Services and Consulting Services to the Travel industry worldwide. IGT boasts of a talent pool of over 10,000+ travel industry experts with its 15 state-of-the-art delivery centres and worldwide operational presence. IGT, through its innovative solutions and services, offers a unique value proposition in terms of quality, flexibility and cost savings to a large number of airlines, travel management companies, OTAs, travel technology companies, airports, railways, cruise liners and hotels. IGT Solutions provides equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these groups. Job Summary: We are seeking an experienced and dynamic Team Leader with a background in managing customer service operations for international airline processes. The ideal candidate will be responsible for driving team performance, managing escalations, and ensuring an exceptional customer experience while meeting key operational metrics. Key Responsibilities: Manage and lead a team of 1520 team members handling customer interactions in an international airline process. Monitor and manage team performance across key metrics: Productivity, Quality, Shrinkage, and Attrition . Provide floor support , resolve complex queries, and handle customer escalations effectively and efficiently. Conduct weekly performance reviews , one-on-one coaching, and mentoring for continuous improvement. Coach and onboard new team members, ensuring smooth transition and process understanding. Analyze existing workflows and recommend process improvements to enhance overall performance and CSAT (Customer Satisfaction Score) . Identify Training Needs (TNI) and bridge knowledge or skill gaps to elevate team capabilities. Track and ensure achievement of individual contributor (IC) targets across the team. Maintain AHT (Average Handling Time) within the defined limits across tenure brackets. Collaborate with support functions to ensure the smooth running of day-to-day operations. Skills & Qualifications: Experience in handling international airline processes Mandatory. Proven experience in team management with strong supervisory skills . Excellent verbal and written communication skills in English. Proficient in MS Excel and basic computer applications. Strong organizational and analytical skills with attention to detail. Ability to work in a fast-paced, high-pressure environment . Open to working in a 24x7 rotational shift setup . Preferred Experience: Minimum 13 years of experience in a Team Leader / Supervisor role within an international BPO or airline customer support process. Experience in leading customer service teams in domains like flight bookings, changes, cancellations, and frequent flyer programs. If you're passionate about delivering top-tier customer service and leading high-performing teams in the dynamic airline industry, we invite you to apply.

At least 4 years of experience into BPO/Customer service industry 1-2 years of experience as a Team Leader Mandate Must be aware of shrinkage, attrition,AHT,NPS,CSAT Excellent Communication Skills (Spoken & Written) HR Deeksha Connect on 7697428237 Required Candidate profile Must have 1+ years of experience as a TL Under Graduate can apply. Need excellent communication in English Should have handled a team of 15+ people ops TL - Noida. Inside Sales TL - Gurgaon.

Job Opportunity: Senior Manager - Operations at IGT Solutions Location: Gurgaon IGT Solutions is seeking a highly skilled and experienced Senior Manager of Operations to oversee and lead multiple client business operations in our Global Digital BPM Contact Center Services environment. As a key member of our leadership team, you will report directly to the GM/VP Global Operations and manage a large team of 500-1000 FTEs across multiple business accounts. Key Responsibilities: Take ownership and responsibility for the P&L and overall Operations Management of 500+ FTE International Voice Customer Service Operations. Lead and drive both strategic and tactical operational direction for the operations team to achieve business goals. Interact closely with client stakeholders and internal leadership to ensure customer satisfaction and business success. Ensure all key performance metrics are met, including Staffing Adherence , Schedule Adherence , Customer Experience scores, and more. Lead cross-functional teams , including Voice , Back Office , WFM , Training , Quality , and more. Conduct weekly, monthly, and quarterly business reviews to monitor performance and implement changes as needed. Collaborate with teams such as Sales , Account Management , and Presales to expand business opportunities. Drive continuous improvements to enhance quality, CSAT , and business operations. Required Qualifications & Skills: 12-15 years of experience in BPO Operations at a leadership level, with a preference for Travel Operations experience. Deep knowledge of the Travel market , BPO competition, and industry trends. Graduation in any discipline. Lean or Six Sigma Green Belt/Black Belt certification (preferred). Proven ability to manage large teams, foster a team-oriented environment, and inspire leadership. Strong experience in data analysis , statistical process control , and problem-solving . Minimum 2 years of experience in a Senior Manager Operations role, managing International Travel accounts in Voice/Back Office Operations . Excellent communication (written and verbal) and interpersonal skills. Ability to collaborate with internal stakeholders and manage client relationships effectively. Personal Qualities: Motivated, innovative, and able to foresee market conditions. Strong people management and leadership skills with a collaborative approach. Confidence, flexibility, and resilience in a fast-paced, ever-changing environment. Integrity, commitment to delivering results, and a blend of a sales mindset In case interested, please share your resume on - 7042379178 At IGT Solutions, we are committed to equal employment opportunities for all individuals, regardless of age, gender, race, religion, or any other factor. We promote an environment free from discrimination and harassment.

KEY RESPONSIPONSIBILITIES: • Responsible In Managing The Team of 20 to 30Agents. • Setting And Meeting Performance Targets for Accuracy, Efficiency and Quality and • Ensuring meeting Clints SLA. • Monitor and Track the performance with respect to SLA’s, Clint satisfaction. • Maintaining Up-to-date Knowledge of Process developments. • Assist with Assistant .Manager/Manager from the end User’s Point of View. • Monitor the performance standards of the team against planned objectives, and recommending and/or taking corrective actions. • Document, examine and report quality issues their response and suggest possible improvements. • Taking care of attrition and shrinkage. QUALIFICATION & EXPERIENCE: • Graduate or 10+2+3, with good Communication • Should Have Minimum 2-5 years of experience as Team Leader in Inbound process (Customer service). • Monitor team performance, productivity and service levels. • Ensure systematic feedback to team members on their performance. • Handling Escalations. • Drive the team to achieve the quality targets. • Daily reports.Role & responsibilities

Role & responsibilities Collaborate with Client Partner teams to update and refine policies in alignment with evolving organizational and employee needs. Track and drive key performance metrics such as Service Levels (SL), Average Handle Time (AHT), Quality Scores, CSAT, First Contact Resolution (FCR), and Productivity. Manage shrinkage and proactively address attrition through workforce analytics, engagement plans, and structured feedback loops. Lead performance management processes including regular reviews, PIP planning, and career pathing. Drive continuous process improvement initiatives to increase efficiency and optimize resources. Coordinate with HR, Training, Quality, WFM, and other support functions to ensure smooth day-to-day operations and quick issue resolution. Act as the escalation point for operational, employee, or policy-related concerns from frontline managers and clients. Ensure compliance with internal policies, client expectations, and legal obligations. Partner with clients to deliver actionable insights and innovations that add value beyond standard KPIs. Participate in client calls and represent business health, action plans, and risk mitigations confidently. Identify revenue or efficiency improvement opportunities and build business cases where applicable. The person should possess strong data-driven approach to performance and people metrics. They should possess excellent interpersonal and stakeholder management skills. Should be proficient in MS Excel, dashboards, and reporting tools. Experience in a BPO or services environment. Preferred candidate profile Graduate / Post Graduate Min 5-6 years experience in International Process Comfortable working in Night shifts Excellent communication skills