Job Description: Team Leader Operations (Vacation Rental)
Role Overview
We are seeking a highly motivated and customer-focused Team Leader Operations with experience in within a contact center workplace , preferably in the vacation rental, travel, or hospitality industry. The role involves managing a team of support associates who assist guests and property hosts, ensuring exceptional service delivery, operational efficiency, and a seamless booking experience through non-voice channels.
Key Responsibilities
Lead, guide, and manage a team of handling guest and host queries related to bookings, cancellations, refunds, property listings, and policy clarifications
Monitor team performance against key metrics such as Customer Satisfaction (CSAT), response time, resolution time, productivity, quality scores, and SLAs
Ensure delivery of an excellent customer experience for both guests and property owners/hosts
Conduct regular team huddles, coaching sessions, and performance reviews to drive continuous improvement
Manage complex customer escalations , including booking disputes,



refund issues, and service complaints with professionalism and empathy
Analyze MIS reports, customer trends, and operational data to identify gaps and implement process improvements
Ensure strict schedule adherence, shift management, and workforce discipline in a 24x7 operational environment
Collaborate closely with Quality, Training, Product, and Operations teams to enhance service delivery and process efficiency
Maintain up-to-date knowledge of vacation rental policies, platform guidelines, and compliance requirements
Drive initiatives aimed at improving guest satisfaction, host retention, and service quality
Required Skills & Qualifications
26 years of experience in BPO/Contact Centre Operations , preferably in travel, hospitality, or vacation rental domains
Minimum 1 year of experience as a Team Leader managing chat/email support teams
Strong written communication skills (English) with a custo

📌 Operation Team Lead (Faridabad)
🏢 Atain
📍 Faridabad