Team Leader Travel & Ticketing – International Process

Role Overview

As a Team Leader, you will be responsible for leading a team of Travel Consultants to deliver world-class booking and ticketing services. You will bridge the gap between front-line operations and management, ensuring that all travel-specific KPIs are met while fostering a high-performance culture. 

Key Responsibilities:

1. Performance & KPI Management Metric

Ownership: Drive the team to achieve and exceed key BPO metrics: SLA (Service Level Agreement), AHT (Average Handle Time), CSAT (Customer Satisfaction), NPS (Net Promoter Score). 

● Real-time Floor Management: Monitor call queues and volume spikes to ensure optimum resource utilization and minimal wait times.

● Accuracy: Ensure 100% accuracy in ticketing, re-issuances, and refunds to minimize ADM(Agency Debit Memos)

2. People Leadership & Coaching 

● Mentorship: Conduct weekly 1-on-1 coaching sessions based on Quality Audit findings.

● Development: Identify training needs and work with the L&D team to upskill consultants on GDS shortcuts and customer handling. 

● Engagement: Manage team morale, attrition, and absenteeism through proactive engagement and conflict resolution.

3. Subject Matter Expertise (Travel & GDS)

● Technical Support: Act as the SME (Subject Matter Expert) for complex international itineraries, fare constructions, and specialized ticketing requests.

● Escalation Handling: Resolve high-level customer complaints and complex booking errors that require senior intervention. 

4. Reporting & Analysis: Analyze daily performance data to identify trends and bottom quartile performers.

● Prepare and present weekly/monthly operational reports (WBR/MBR) for internal and client stakeholders. 

Qualifications & Experience:

● Education: Graduate in any discipline (an IATA or Travel/Tourism degree is a massive plus).

● Experience: Total Experience: 4–6 years in a BPO/International Contact Center. 

● Leadership Experience: Minimum 1–2 years as a Team Leader in a Travel/Ticketing process

● Mandatory

Skill: Hands-on proficiency in GDS (Amadeus, Sabre, or Galileo).

● Communication: Exceptional verbal and written English skills. 

Required Skills 

Leadership: Ability to manage a team of 15–20 agents in a high-pressure, 24/7environment. 

● Data Literacy: Strong proficiency in MS Excel (VLOOKUPs, Pivot Tables) to track team performance. 

● Critical Thinking: Ability to make quick decisions during system outages or high-volume travel disruptions. 

● Process Knowledge: Solid understanding of airline policies, IATA regulations, and the end-to-end ticketing lifecycle.

Shift & Joining 

● Shifts: Must be flexible with rotational shifts (including night shifts) to support international travel markets.

● Joining: Immediate Joiners preferred.