Team Leader Operations_Travel/Airlines Experience|| Walk IN

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.

Job Summary:

Team Leader

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.