Job Description

Team Leader - Operations (Airlines Process)

Location: Gurgaon
Work Mode: Work from Office (WFO)
Shift: Rotational Shifts (24x7 Operations)
Working Days: 5 Days a Week

About Atain

Atain is a leading IT & BPM services provider delivering innovative business solutions across the Travel, Transportation, and Hospitality industry. With a workforce of over 10,000 travel industry professionals operating from 15 global delivery centers, Atain offers integrated IT-BPM services including:

- Application Development & Maintenance
- Mobility Solutions
- Testing Services
- Analytics
- Contact Center Services
- Back Office Operations
- Consulting Services

Our clients include leading airlines, travel management companies, online travel agencies (OTAs), travel technology firms, airports, railways, cruise lines, and hotel chains worldwide.

Atain is an Equal Opportunity Employer committed to creating an inclusive and diverse workplace.

Website: www.atain.com

Position Summary

Atain is seeking an experienced and results-driven Team Leader - Operations to lead and manage a team within an international airline process. The successful candidate will be responsible for driving operational performance, ensuring service excellence, achieving key business metrics, and fostering a high-performance culture within the team.

Key Responsibilities

- Lead, manage, and motivate a team of 15-20 associates in a fast-paced operational environment.
- Drive performance on key operational metrics such as Productivity, Quality, CSAT, Shrinkage, Attrition, and AHT.
- Conduct regular coaching sessions, mentoring, feedback discussions, and performance reviews.
- Support onboarding, training, and development of new team members.
- Monitor daily operational KPIs and ensure consistent achievement of business targets.
- Analyze operational trends and identify opportunities for process improvements and efficiency enhancements.
- Partner with training and quality teams to address performance gaps and improve team capability.




- Provide real-time floor support and effectively manage customer and operational escalations.
- Ensure achievement of both individual and team goals through active performance management.
- Maintain adherence to process guidelines, quality standards, and service-level expectations.
- Prepare, maintain, and analyze reports using MS Excel and other business tools.
- Build a positive, engaging, and accountable team culture focused on continuous improvement.

Required Skills & Qualifications

- Experience in managing teams within an International Process environment.
- Proven leadership experience with strong people management capabilities.
- Excellent communication skills, both verbal and written, in English.
- Strong analytical, problem-solving, and decision-making abilities.
- Good working knowledge of MS Excel and other computer applications.
- Ability to work effectively in a target-driven and customer-focused environment.
- Highly organized, detail-oriented, and process-driven.
- Flexibility to work in rotational shifts as part of a 24x7 operations environment.

Preferred Candidate Profile

- Prior experience in a BPO, BPM, Customer Service, Airlines, Travel, Hospitality, or Contact Center environment.
- Strong customer-centric approach with a focus on service excellence.
- Demonstrated success in managing escalations and driving performance improvement initiatives.
- Experience handling operational metrics and managing large teams in a dynamic environment.

Why Join Atain?

- Opportunity to work with a global leader in the Travel, Transportation, and Hospitality industry.
- Exposure to international clients and business processes.
- Strong career growth and leadership development opportunities.
- Collaborative, inclusive, and performance-driven work environment.
- Opportunity to contribute to customer experience excellence in a energetic airline operations setting.

Job Title: Team Leader - Operations (Airlines Process)
Location: Gurgaon
Employment Type: Full-Time
Work Schedule: 5 Days Working | Rotational Shifts | Work from Office

Apply Now and become part of a team that drives operational excellence and customer success across the global travel industry.

📌 Team Leader Operations - International Airlines Process (Haryana)
🏢 Atain
📍 Haryana