Team Leader - International Voice process

We are currently hiring for an exciting opportunity with IGT Solutions Pvt. Ltd., a leading IT and BPM services provider focused on the Travel, Transportation, and Hospitality domain. Below are the details of the role and the company:

Company Overview:

IGT Solutions Pvt. Ltd. offers integrated IT-BPM services including Application Development and Maintenance, Mobility, Testing, Analytics, Contact Center Services, Back Office Services, and Consulting Services for global travel industry leaders. With 10,000+ travel industry experts, 15 delivery centers, and a global footprint, IGT is committed to delivering innovation, quality, and cost savings.

Equal Opportunity Employer:

IGT Solutions is proud to be an equal opportunity employer, committed to fostering an inclusive and non-discriminatory work environment.

Job Title: Team Leader Airlines Process

Location: Gurgaon

Shifts: Rotational (24x7 environment)

Key Responsibilities:

• Lead and manage a team of 1520 members.
• Drive team performance across productivity, quality, shrinkage, and attrition.
• Provide regular coaching and support to team members.
• Review and recommend improvements to processes to enhance performance and CSAT.
• Identify training needs and address process gaps.
• Monitor performance and conduct weekly coaching sessions.
• Handle floor support and escalations.
• Ensure achievement of individual contributor (IC) targets.
• Maintain AHT levels as per targets across tenure buckets.
• Utilize basic computer skills, especially MS Excel.

Requirements:

• Prior experience in handling international processes.
• Experience in team management and supervision.
• Excellent verbal and written communication skills in English.
• Strong organizational and analytical abilities.
• Flexible to work in a 24x7 environment. 5 days a week

You can find more about the company here: IGT Company Profile