Team leader

Job Description

Team leader For Sales Department Job Category: Sales Job Type: Full Time Job Location: gurugram Opening position: 2 Experience Needed: 6 8 years Job Overview: We are seeking an experienced and results driven team leader for our International Travel Process call center operations, serving customers in Australia, New Zealand, and the UK. The ideal candidate will lead a team of customer service agents, ensuring outstanding service delivery, operational efficiency, and high customer satisfaction across multiple time zones. Roles Responsibilities: Lead, coach, and manage a team of call center agents handling travel related queries and bookings for customers in Australia, New Zealand, and the UK or any other international experience. Handle escalations and resolve customer issues with professionalism and efficiency, particularly related to international travel. Conduct regular training sessions to keep the team updated on international travel regulations, visa processes, and destination guidelines. Collaborate with the workforce management team to ensure optimal staffing for peak hours and time zone variations across regions. Develop action plans for improving team performance and addressing individual development needs. Report on team performance, KPIs, and process improvements to senior management. Skills Qualifications: Education : Bachelors degree or diploma in a related field (travel/tourism is a plus). Experience: Minimum of 6 8 years in a call center environment, with at least 2 3 years in a leadership or supervisory role managing international travel processes. Experience in Australia, New Zealand, or UK markets is highly preferred. Communication Skills: Excellent verbal and written communication skills in English. Experience handling international clients is essential. Leadership Skills: Proven ability to lead and mentor a team, driving performance and professional development. Customer Service: Strong customer service orientation, with experience in handling escalations and complex international travel issues. Problem Solving: Ability to make quick, effective decisions and resolve issues under pressure, particularly for international travel disruptions. Technical Skills: Familiarity with CRM systems, call center technologies, and Global Distribution Systems (GDS) such as Galileo (Travelport), Amadeus, and Sabre. Flexibility: willingness to work in rotational shifts, covering Australia, New Zealand, and UK time zones, including weekends and holidays. Preferred Skills: Expertise in international travel processes, visa requirements, and customer handling for disruptions (e.g., cancellations, schedule changes). Knowledge of market specific customer service standards for Australia, New Zealand, and the UK