- Be responsible for the team's overall performance.
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- Someone who has worked in Travel process.
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- GDS is mandatory at least for 5 years.
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- Take care of Attrition, Shrinkage, CSAT, Quality, FCR, NPS.
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- Resolve queries in exceptional situations and escalate them, when required (by following proper channels).
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- Compile and publish reports on teams' performance reports on set frequencies (Daily/Weekly/Monthly etc.).
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- Coordinate periodic and regular meetings with other Team Leaders, Trainers and Managers to discuss process impediments, needed resources or issues/delays in completing the task.
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- Provide the team with a vision of the process objectives.
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- Motivate and inspire team members not only to achieve but exceed customers expectation by leading them by examples.
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- Be sensitive to the needs of the team members and create an setting oriented to trust, open communication, creative thinking, and cohesive team effort.
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- Facilitate problem solving and collaboration.
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- Conduct quality analysis on the listings processed by moderators, ensure teams quality is up to the set benchmark.