Job Title: Team Leader – Customer Service / Travel Process

Location: Malad (Mumbai)

Experience: 1–5 years

Employment Type: Full-time

Job Summary:

We are looking for a dynamic and experienced Team Leader with a background in Travel or Customer Service to manage and guide a team of executives. The candidate will be responsible for driving team performance, ensuring high customer satisfaction, and meeting operational targets.

Key Responsibilities:

Manage day-to-day operations of the team and ensure smooth workflow
Monitor team performance and achieve defined KPIs
Handle escalations and provide effective resolutions to customer issues
Conduct regular team meetings, briefings, and feedback sessions
Coach and mentor team members to improve performance and skill development
Ensure adherence to company policies, processes, and quality standards
Drive team engagement and retention initiatives
Coordinate with internal stakeholders for process improvements
Prepare and maintain reports on team performance and metrics

Key Performance Indicators (KPIs):

AHT (Average Handling Time)
CSAT (Customer Satisfaction Score)
Quality Scores
Productivity Metrics
Attrition Rate (Team Retention)
Shrinkage (Planned vs Actual Availability)
Attendance & Adherence

Required Skills & Qualifications:

Graduate in any discipline
2–5 years of experience in Customer Service or Travel industry
Minimum 1 year experience in a Team Leader or supervisory role preferred
Strong communication and leadership skills
Excellent problem-solving and decision-making ability
Ability to handle pressure and manage multiple priorities
Good knowledge of CRM tools and MS Office

Preferred Requirements:

Experience in BPO/KPO or travel operations (ticketing, reservations, customer support)
Familiarity with GDS systems (Amadeus, Sabre, Galileo) is an added advantage

Key Competencies:

Leadership & Team Management
Customer Centric Approach
Analytical Thinking
Conflict Resolution
Performance Management

Working Conditions:

5 days Rotational shift with rotational week off
Flexible to work in any shifts
Cab facilities available according to the shift.

Salary upto 6LPA

Send your resume on:

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+91 9082873434

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