Team Leader, Operations

Location: IN, Bangalore, Office (SSC), India, APAC

In this role you will be responsible for day-to-day management of a travel ops team, including managing key performance indicators (KPI), workload, providing assistance, and coaching. As the Team Leader you will also be the primary point of contact for the team members and actively coach and develop the team to meet and exceed all performance targets.

As a Team Lead, you will
- Provide leadership to a team of travel consultants, including responding to questions and providing direction and feedback
- Strong understanding of the allotted process and can consistently provide consultation to the manager operations
- Seek opportunities to review operational processes
- Collaborate with performance data to maximize the effectiveness and efficiency of the team
- Develop learning programs for closing own short- and long-term competency gaps
- Assist the consultants by appropriately responding and resolving customers inquiries
- Excellent knowledge and application of GDS rules




- Provide the team with the required process/client updated information, such as low fares, exchange costs, and penalties
- Maintain knowledge of necessary regulations (DOT, TSA, passports, visas, etc.)
- Monitor global distribution systems (GDS) queues daily to maintain quality control
- Complete 1QA Monitor per month for each advisor
- Conduct and complete the Onboarding Certification process for Current Hires

About you
- Extensive GDS knowledge
- relevant team managing experience
- Advanced knowledge in travel voice processes
- Emails/ chat teams
- Working knowledge of the travel industry, policies, procedures, and processes
- Knowledge of necessary regulations (DOT, TSA, passports, visas, etc.)
- 24/7 environment in a contact center (BPO) experience
- GDS rules
- Monitor global distribution systems (GDS) queues daily to maintain quality control

📌 IND_75809045_Team leader, Operations (Bengaluru)
🏢 BCD Travel
📍 Bengaluru