Team Leader- Operations || Airline Process

Role Summary:

What would you be doing?

• Team Leadership & Management

  : Led and managed a team of 15-20 content moderators 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 the 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

  : Required BPO experience

• 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 the airline industry and best practices in the industry.

What's 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 24/7 work environment and manage stretch targets.
• 5 Days Working

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

Contact Person:

Sonam Singh

9953150816

Share resume at sonam.singh1@igtsolutions.com