Team Leader-Operations || International Airline Process
- IGT Solutions
- 2 - 7 years
- Bengaluru
- 26 days ago
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Job Description
Job Title:
Team Leader International Process- Location: Bangalore
Work Mode: Work From Office (WFO) Working Days: 5 Days a Week Shift: Flexible for 24x7 Environment
Job Summary: We are seeking an experienced and dynamic Team Leader with strong background in managing international customer support operations. The ideal candidate will lead a team of 15-20 members, driving performance and productivity while maintaining high standards of customer satisfaction.
Key Responsibilities:
- Lead and manage a team of 15-20 team members in an international voice or non-voice process.
- Drive performance metrics including productivity, quality, shrinkage, attrition, and AHT targets based on tenure buckets.
- Handle escalations and provide strong floor support during operations.
- Conduct weekly monitoring, feedback, and coaching sessions to enhance team performance.
- Guide and mentor new team members through coaching and on-the-job training.
- Review current processes, identify areas of improvement, and implement recommendations to boost overall performance and CSAT (Customer Satisfaction).
- Perform TNI (Training Needs Identification) and bridge process gaps effectively.
- Ensure that IC (Individual Contributor) targets are met by the team.
- Utilize MS Excel and other basic computer tools to generate and track reports.
Required Skills & Qualifications:
- Prior experience in international process handling required.
- Proven experience in team handling, including the ability to manage and develop team members and subordinates.
- Strong supervisory skills with the ability to inspire and drive performance.
- Excellent written and verbal communication skills in English.
- Well-organized, methodical, and detail-oriented.
- Proficient with basic computer operations and MS Excel.
Additional Requirements:
- Flexible to work in a 24x7 shift environment.
- Willingness to work from office (WFO).
Preferred Experience:
- 1+ years of experience in team leading roles within an international BPO/KPO environment.
Ready to take the lead? Join our team and drive international customer service excellence with your leadership and language skills!
Please share your resume on - 8630322***
Contact person- Nidhi Rastogi
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: OperationsRole: Team LeaderEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Bengaluru
Keyskills: Airline Process Airlines Travel Process GDS International Voice Process Shrinkage Voice Process Aht Attrition nps CSAT SLA Management International BPO
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