Team Leader

Position Title: Team Leader Airline Customer Operations Exp. Mandatory
Employment Type: Full-time

Position Overview
We are seeking an experienced and dynamic Team Leader Airline Operations to oversee a high-performing team of travel consultants delivering end-to-end customer support for a major international airline account. The ideal candidate possesses deep subject-matter expertise in Global Distribution Systems (GDS) specifically Amadeus alongside hands-on mastery of New Distribution Capability (NDC) workflows. This role is responsible for driving operational excellence, monitoring service
level agreements (SLAs), coaching frontline agents, and handling complex airline ticketing, reissuance, fare construction, and disruption management.

Key Responsibilities
1. Operational & SLA Management
Monitor live queue health, shrinkage, Average Handling Time (AHT), Abandonment Rate, and First Contact Resolution (FCR) to meet contractual airline SLAs.
Supervise real-time floor performance, schedule adherence, and agent occupancy across voice, email, and live chat channels. Act as the direct point of escalation for complex travel disruptions, irregular operations
(IROPS), schedule changes, involuntary reroutes, and complex reissues/refunds.
Drive operational compliance with airline-specific policies, debit memo (ADM) avoidance rules, and IATA ticketing regulations.

2. Technical Leadership (GDS & NDC)
Serve as the Team Lead for Amadeus GDS and up-to-date NDC retailing platforms.
Guide team members through complex PNR servicing,



fare quote recalculations, split ticketing, residual value computations (EMD-S / EMD-A issuance), and involuntary schedule disruption flows.
Ensure proper implementation and adherence to NDC-direct booking standards, API-integrated workflows, and airline loyalty program servicing. Audit ticketing entries to identify pattern errors and prevent Airline Debit Memos (ADMs).

3. People Management & Quality Coaching
Lead, mentor, and motivate a team of 1520 customer care travel specialists.
Conduct regular one-on-one coaching sessions, performance evaluations, and root-cause analyses on quality scorecard audits (CSAT, DSAT, QA scores).
Partner with the Quality Assurance (QA) and Training teams to address knowledge gaps in GDS navigation, ticketing rules, and customer de-escalation.
Manage attendance, disciplinary actions, performance improvement plans (PIPs), and team attrition.

4. Reporting & Continuous Improvement
Prepare and present daily, weekly, and monthly operational KPI scorecards for internal management and airline client review.
Identify operational bottlenecks and recommend workflow automation or knowledge-base updates.




Facilitate weekly team huddles to cascade policy updates, fare rule changes, and seasonal airline operational directives.

Qualifications & Skills
Required Experience
Education: Bachelors degree in Travel & Tourism, Business Administration, Commerce, or a related field (or equivalent practical experience).

Work Experience:
Minimum of 2-3 years of total experience in international airline/travel BPO operations.
Overall experience 5-7 yrs
Amadeus GDS: Advanced command of Amadeus commands, cryptic and graphic interfaces, automated ticketing, exchanges (Amadeus Ticket Changer - ATC), manual re-pricing, and EMD issuance.
NDC Proficiency: Strong practical experience navigating airline NDC
portals/aggregators, servicing NDC orders, ancillary add-ons, and processing NDC-compliant voids/refunds. Aviation Knowledge: Strong foundation in IATA geography, fare construction rules,
MPM/routing principles, code-share agreements, baggage interline agreements, and Schengen/transit visa requirements.

Leadership & Soft Skills
Solid analytical ability to interpret operational scorecards, roster metrics, and CRM data.
Excellent verbal and written English communication skills; professional client-facing presence.
Proven conflict-resolution and de-escalation skills during crisis operations (weather grounding, system outages, schedule adjustments). Flexibility to work in 24/7 rotating shifts, including night shifts and public holidays.

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