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:
[Confidential Information]
+91 9082873434
