Experience Required: Minimum 5+ years in an International Travel Company
Team Size Managed: 30+ employees
About the Role
Key Responsibilities
Lead and manage a team of 100+ travel customer service professionals ensuring smooth day-to-day operations.
Oversee service delivery, performance management, SLA adherence, and quality metrics.
Handle client communication (international clients) and escalate issues with timely resolution.
Monitor queue management, workforce planning, shift scheduling, and resource allocation.
Conduct regular team reviews, coaching, training, and performance improvement plans.
Analyse operational data and prepare weekly/monthly reports for management.
Ensure compliance with company policies, process updates, and client requirements.
Support new process transitions, SOP creation, and system implementation as per business needs.
Required Skills & Qualifications
3+ years of experience in an International Travel Company (mandatory).
Prior experience in managing a team of 30+ employees in a travel BPO/Contact Center environment.
Strong working knowledge of GDS systems (Amadeus, Sabre, etc.).
Experience in contact center operations will be a strong advantage.
Excellent communication, leadership, and conflict-resolution skills.
Strong analytical ability and proficiency in MS Excel and reporting tools.
Ability to work under pressure and manage large-scale operations effectively.
Why Join Us?
Prospect to work with a rapid-growing international travel brand.
Two-time meal facility provided.
Qualified growth with exposure to global clients and travel technologies.
Work from our premium office located on CG Road, Ahmedabad.
About Technomine Group of Companies
Technomine Group operates eight companies under one roof, providing specialized services across global markets.
1.
📌 Team Lead Navrangpura
🏢 Technomine BPO Private
📍 Navrangpura
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