Job Summary

We are hiring a Team Lead – Travel Process to lead a team of travel consultants managing US flight reservations, reissues, refunds, and customer escalations. The ideal candidate must have hands-on operational leadership experience and mandatory expertise in both Amadeus and Galileo GDS platforms.

Job Overview & Working Conditions
Work Location: Thane, Maharashtra (In office requirement)
Shift Timings: Rotational Shifts / US Night Shift (24x7 operational workplace)
Work Schedule: 5 Days Working | 2 Rotational Offs per week

Key Responsibilities
Team Leadership: Manage, mentor, and coach a team of international travel consultants to meet daily productivity and service standards.
Technical Oversight: Assist agents with complex ticketing queries, flight reissues, date changes, cancellations, and refund calculations using GDS systems.
Escalation Management: Handle high-priority customer complaints and resolve complex travel disruptions efficiently.
Performance & SLA Tracking: Monitor daily workflows, call/chat quality scores,



and SLA response times using Excel reporting tools.
Process Improvement & Training: Conduct regular team huddles, performance reviews, and support onboarding for new team members.

Requirements & Qualifications
Experience: 4 to 8 years in Travel Operations (Minimum 1 to 2 years in a formal Team Lead / Supervisory role).
Mandatory Technical Skills: Advanced hands-on proficiency in BOTH Amadeus AND Galileo GDS platforms.
Domain Expertise: Strong background in international travel, flight reservations, ticketing rules, fare calculations, and reissues.
Communication & Data: Excellent English communication (written & spoken) and proficiency in MS Excel for operational reporting.
Flexibility: Must be comfortable working in rotational night shifts aligned with US business hours from our Thane office.

Advantages
Competitive fixed CTC (Up to ₹7.5 LPA)
Night shift allowances / transport assistance (as per company pol

📌 Team Lead – Travel Process Thane
🏢 GlobalConsultings
📍 Thane