Job
Description
Job Title: GDS Team Leader BPO Voice Process Location: Vikhroli Salary: Up to 10 LPA Experience: Minimum 2+ years as a Team Leader in the GDS domain (Voice Process) Job Summary: We are looking for an experienced GDS Team Leader to manage and drive a high-performance voice process team in the Global Distribution System (GDS) domain. The ideal candidate must have at least 2 years of leadership experience handling a team in a BPO voice process, ensuring operational excellence and meeting business objectives. Key Responsibilities: * Lead and manage a team of agents handling GDS voice process operations. * Ensure team members achieve KPIs, SLAs, and quality standards. * Conduct daily team huddles, performance reviews, and coaching sessions to drive improvements. * Monitor real-time queue management and assist in escalations as needed. * Ensure adherence to GDS processes, call handling scripts, and quality guidelines. * Drive customer satisfaction (CSAT), first call resolution (FCR), and overall service excellence. * Work closely with stakeholders to identify training needs, process gaps, and improvement areas. * Handle team scheduling, attendance, and adherence to company policies. * Provide reports and insights on team performance, call quality, and customer feedback. Key Requirements: * Minimum 2+ years of experience as a Team Leader in a BPO handling a GDS voice process. * Strong knowledge of GDS platforms (Amadeus, Sabre, Galileo, or Travelport). * Excellent people management, communication, and problem-solving skills. * Proven ability to coach, mentor, and drive team performance. * Familiarity with contact center metrics and reporting tools. * Willingness to work in rotational shifts (if applicable). Preferred Qualifications: * Experience handling international voice processes. * Background in travel, aviation, or hospitality-related BPO operations. * Strong analytical skills to interpret data and improve efficiency. * If you are an experienced leader with a passion for managing teams in the GDS domain, we encourage you to apply! Interested candidates can apply on the given details below: Email: jinal@careerguideline.net Contact no. - 7758825565 Note On paper 2+ years of Team Handling experience with GDS is a Mandate. On paper designation as a Team Lead is a mandate.
