About the Role

Brightsun Travel is looking for an experienced Call Center Team Leader / Manager to manage our customer service and call center operations for the India and UAE markets.

The ideal candidate should have strong experience in international voice processes, customer service, travel/airline operations and team management. The role will be responsible for managing the team, monitoring performance, handling escalations and ensuring excellent customer experience.

Key Responsibilities

Team Management

- Lead and manage a team of Call Center / Customer Service Executives.
- Allocate daily work and monitor team productivity.
- Track attendance, performance, quality and adherence.
- Coach and train team members to improve performance.
- Conduct regular performance reviews and provide feedback.
- Motivate the team to achieve operational and customer service targets.

Customer Service & Call Handling
- Manage inbound and outbound customer calls for India and UAE markets.
- Ensure qualified and timely handling of customer queries.
- Monitor call quality and customer interactions.
- Handle complex customer issues and escalations.
- Ensure proper resolution of complaints within defined TAT/SLA.
- Maintain high standards of customer satisfaction.

Travel / Airline Operations
- Oversee customer queries related to flight bookings, cancellations, changes, refunds and travel services.
- Guide the team on travel-related queries and booking issues.
- Coordinate with internal travel and operations teams for issue resolution.
- Ensure correct information is provided to customers regarding bookings and travel requirements.

Performance & Reporting
- Monitor AHT, SLA, TAT, productivity, quality and customer satisfaction.
- Prepare daily/weekly/monthly performance reports.




- Identify performance gaps and take corrective actions.
- Ensure adherence to company processes and quality standards.
- Work with management to improve call center processes and customer experience.

Escalation Management
- Act as the first point of escalation for difficult customer cases.
- Handle VIP/HNI and priority customer concerns when required.
- Coordinate with relevant departments for quick resolution.
- Ensure escalations are closed within agreed timelines.

Requirements
- 5-10+ years of experience in Call Center, Contact Center, Customer Service, BPO, Travel or Airline operations.
- 24+ years of Team Leader / Managerial experience preferred.
- Experience handling voice/international voice processes.
- Experience managing teams and monitoring performance.
- Strong communication and customer-handling skills.
- Experience handling India and/or UAE customers preferred.
- Travel, Airline, OTA or Tourism industry experience will be an advantage.
- Knowledge of flight bookings, cancellations, refunds and travel processes will be preferred.
- Strong understanding of SLA, TAT, AHT, quality and productivity metrics.
- Comfortable working in rotational shifts.

Preferred Candidate Profile The ideal candidate should:
- Have strong experience managing a voice/call center team.
- Be confident handling customer escalations.
- Have excellent communication and people-management skills.
- Be target-oriented and comfortable working in a fast-paced environment.
- Have experience with international customers, particularly India and UAE markets.
- Have a strong focus on customer satisfaction and service quality.
- Be capable of managing multiple priorities and supporting the team during high-volume periods.

Contact-Srishti Thakur(HR) (phone hidden)

📌 Call Center Team Leader / Manager ( India & UAE Market ) (Gurugram)
🏢 BRIGHTSUN TRAVEL
📍 Gurugram