Transcom
Website:
transcom.com
Job details:
Team Leader (Travel & Ticketing – International Process)
As a Team Leader, you will be responsible for leading a team of Travel Consultants to deliver world-class booking and ticketing services. You will bridge the gap between front-line operations and management, ensuring that all travel-specific KPIs are met while fostering a high-performance culture.
Key Responsibilities :-
1. Performance & KPI Management Metric
● Ownership: Drive the team to achieve and exceed key BPO metrics: SLA (Service Level Agreement), AHT (Average Handle Time), CSAT (Customer Satisfaction), and NPS (Net Promoter Score).
● Real-time Floor Management: Monitor call queues and volume spikes to ensure optimum resource utilization and minimal wait times.
● Accuracy: Ensure 100% accuracy in ticketing, re-issuances, and refunds to minimize ADM(Agency Debit Memos).
2. People Leadership & Coaching
● Mentorship: Conduct weekly 1-on-1 coaching sessions based on Quality Audit findings.
● Development: Identify training needs and work with the L&D team to upskill consultants on GDS shortcuts and customer handling.
● Engagement: Manage team morale, attrition, and absenteeism through proactive engagement and conflict resolution.
3. Subject Matter Expertise (Travel & GDS)
● Technical Support: Act as the "SME" (Subject Matter Expert) for complex international itineraries, fare constructions, and specialized ticketing requests.
● Escalation Handling: Resolve high-level customer complaints and complex booking errors that require senior intervention.
4. Reporting & Analysis
● Analyze daily performance data to identify trends and "bottom quartile" performers.
● Prepare and present weekly/monthly operational reports (WBR/MBR) for internal and client stakeholders. Qualifications & Experience
● Education: Graduate in any discipline (IATA or Travel/Tourism degree is a massive plus).
● Experience: 4–6 years in a BPO/International Contact Center.
● Leadership Experience: Minimum 1–2 years as a Team Leader in a Travel/Ticketing process.
● Mandatory Skill: Hands-on proficiency in GDS (Amadeus, Sabre, or Galileo).
● Communication: Exceptional verbal and written English skills. Required Skills Leadership: Ability to manage a team of 15–20 agents in a high-pressure, 24/7environment.
● Data Literacy: Strong proficiency in MS Excel (VLOOKUPs, Pivot Tables) to track team performance.
● Critical Thinking: Ability to make quick decisions during system outages or high-volume travel disruptions.
● Process Knowledge: Solid understanding of airline policies, IATA regulations, and the end-to-end ticketing lifecycle. Shift & Joining
● Shifts: Must be flexible with rotational shifts (including night shifts) to support international travel markets.
● Joining: Immediate Joiners preferred.
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