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
