Job Description: Team Leader Operations (Vacation Rental)

Role Overview

We are seeking a highly motivated and customer-focused Team Leader Operations with experience in within a contact center environment, preferably in the vacation rental, hospitality industry. The role involves managing a team of support associates who assist guests and property hosts, ensuring exceptional service delivery, operational efficiency, and a seamless booking experience through non-voice channels.

Key Responsibilities

Lead, guide, and manage a team of handling guest and host queries related to bookings, cancellations, refunds, property listings, and policy clarifications
Monitor team performance against key metrics such as Customer Satisfaction (CSAT), response time, resolution time, productivity, quality scores, and SLAs
Ensure delivery of an excellent customer experience for both guests and property owners/hosts
Conduct regular team huddles, coaching sessions, and performance reviews to drive continuous improvement
Manage complex customer escalations, including booking disputes, refund issues, and service complaints with professionalism and empathy
Analyze MIS reports, customer trends, and operational data to identify gaps and implement process improvements
Ensure strict schedule adherence, shift management, and workforce discipline in a 24x7 operational environment
Collaborate closely with Quality, Training, Product, and Operations teams to enhance service delivery and process efficiency
Maintain up-to-date knowledge of vacation rental policies, platform guidelines, and compliance requirements
Drive initiatives aimed at improving guest satisfaction, host retention, and service quality

Required Skills & Qualifications

2-6 years of experience in BPO/Contact Centre Operations, preferably in hospitality, vacation rental domains
Minimum 1 year of experience as a Team Leader managing chat/email support teams
Strong written communication skills (English) with a customer-centric approach
Excellent analytical and problem-solving abilities
Experience in handling escalations related to bookings, cancellations, or customer disputes
Proficiency in MS Excel, reporting tools, and MIS analysis
Ability to work in a fast-paced, dynamic, 24x7 environment
Strong leadership, interpersonal, and team management skills

Preferred Competencies

Familiarity with vacation rental platforms (Airbnb, VRBO, Booking.com, etc.)
Understanding of hospitality operations, reservation systems, and guest experience management
Strong focus on customer experience and service excellence
Ability to manage high-volume support operations during peak travel seasons
High level of ownership, accountability, and adaptability

Key Outcomes

Improved guest and host satisfaction scores (CSAT)
Efficient handling of booking-related issues and escalations
Consistent achievement of SLA and quality targets
Enhanced team productivity and engagement

Job Details:

Process: Voice
Shift: 24x7 (Rotational)
Working Hours: 9 hours (including 1-hour break)
Working Days: 5 days/week
Work Mode: Work from Office

Benefits:

Rewards & Recognition (Awards & Incentives)
Career Growth Opportunities

How to Apply:

Interested candidates can share their CV via WhatsApp: 7042379178

Contact Person: Swapnil

Operations Team Lead