About the Role
We are looking for an experienced and result-oriented Travel Team Leader to lead our US Travel Sales team. The ideal candidate should have hands-on experience in the US Travel process with strong team-handling, sales, customer service, and performance management skills.
The Team Leader will be responsible for managing day-to-day team operations, driving sales and productivity, monitoring KPIs, handling escalations, and ensuring a high level of customer experience.
Key Responsibilities
- Manage and monitor the day-to-day performance of the US Travel Sales team.
- Lead, coach, mentor, and motivate Travel Sales Executives to achieve business targets.
- Drive sales, revenue, productivity, conversion, and customer satisfaction.
- Track daily, weekly, and monthly team KPIs and take corrective actions where required.
- Monitor individual performance and conduct regular coaching and feedback sessions.
- Assist agents with complex customer queries and sales closures.
- Handle customer escalations and ensure timely and effective resolution.
- Ensure accurate and efficient processing of:
- Flight Bookings
- Hotel Reservations
- Car Rentals
- Cruise Bookings
- Vacation Packages
- Monitor calls, sales conversations, and booking processes to ensure quality and compliance.
- Coordinate with the Quality, Training, HR, and Operations teams for performance improvement.
- Identify performance gaps and implement appropriate coaching and action plans.
- Prepare and maintain daily/weekly performance reports and team MIS.
- Ensure adherence to company SOPs, policies, sales guidelines, and process standards.
- Support new joiners through process guidance, floor support, and on-the-job coaching.
- Maintain team discipline, attendance, schedule adherence, and productivity.
- Take ownership of team targets and contribute to overall business growth.
Required Experience and Qualification
- Minimum 2+ years of experience in US Travel / International Travel Sales.
- Prior experience as a Team Leader / Senior Travel Sales Executive / Acting TL is preferred.
- Strong hands-on experience in US Travel sales and customer handling.
- Experience handling travel products such as:
- Flights
- Hotels
- Car Rentals
- Cruises
- Vacation Packages
- Proven ability to manage sales targets and team performance.
- Strong knowledge of the US travel market and customer requirements.
- Experience with GDS platforms such as Amadeus, Sabre, or Galileo will be an advantage.
- Strong communication and interpersonal skills.
- Excellent team-handling, coaching, and problem-solving abilities.
- Good knowledge of MS Excel, MIS, and performance reporting.
- Ability to work in a fast-paced, target-driven environment.
- Willingness to work in US shifts.
