Team Leader - Operations || International Process( Sales)

Role Summary:

Team Leader- Operations

What you would be doing:

• Team Management:

  Leading and managing a team of 15-20 team members, ensuring the achievement of performance targets (Productivity, Quality, Shrinkage, Attrition).

• Performance Coaching & Development:

  Coaching new team members, conducting regular performance reviews, and providing feedback to help enhance team members' skills and productivity.

• Process Improvement & Recommendations:

  Reviewing current processes and recommending improvements to optimize overall team performance and Customer Satisfaction (CSAT).

• Training Needs Analysis (TNA):

  Identifying training gaps, addressing process issues, and designing plans to bridge gaps to ensure consistent team growth.

• Floor Support & Escalation Management:

  Providing ongoing floor support, managing live escalations, and ensuring smooth handling of issues in real-time.

• Target Achievement:

  Managing and ensuring that individual and team targets (IC targets, AHT) are met as per the given guidelines, segmented by tenure buckets.

• Reporting & Analysis:

  Monitoring and reviewing team performance data regularly to identify areas of improvement and taking corrective actions.

• Shift Flexibility:

  Working in a flexible 24/7 environment to provide consistent support and leadership.

Qualifications & Skills:

• Experience:

  Minimum of 1+ years of experience in managing a team in an international process.

• Preferred Experience:

  Previous experience in handling hotel industry processes and leading teams in a customer service-oriented environment.

• Leadership Skills:

  Strong supervisory and team management skills, with the ability to motivate and manage team members effectively.

• Communication Skills:

  Excellent written and verbal communication skills in English.

• Technical Skills:

  Basic proficiency in computers, MS Excel, and relevant software.

• Organizational Skills:

  Highly organized, methodical, and capable of managing multiple tasks simultaneously.

• Flexibility:

  Comfortable working in a 24/7 work environment with the ability to adapt to changing business needs.

Whats Expected:

• Ability to drive performance and team development in a high-pressure environment.
• A passion for improving team performance and delivering excellent customer service.
• Strong decision-making skills and the ability to handle escalations effectively.

Additional Information:

• Work Environment:

  5 days working, Work From Office (WFO), flexible shifts.

• Must Have:

  Previous experience in hotel industry processes is a must.

sonam.singh1@igtsolutions.com