Team Leader Operations

Job Title: Team Leader Vacation Rentals

Location: Gurgaon

Shift: Rotational (24x7 environment, 5 days a week)

Company: Atain

Company Overview

Atain 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 over 10,000 travel industry experts, 15 delivery centers, and a strong global presence, Atain is dedicated to driving innovation, delivering high-quality solutions, and enabling cost efficiencies for its clients.

Role Overview

Atain is looking for a dynamic Team Leader Vacation Rentals to manage and drive operational excellence within the vacation rentals process. The role involves leading a team, ensuring performance targets are met, enhancing customer experience, and supporting continuous process improvement initiatives.

Key Responsibilities

Team Leadership & Performance Management

• Lead, manage, and motivate a team of 1520 associates
• Drive performance across key metrics including productivity, quality, shrinkage, and attrition
• Conduct regular team huddles, one-on-one sessions, and performance reviews
• Ensure achievement of individual and team targets

Coaching & Development

• Provide ongoing coaching, mentoring, and support to team members
• Identify training needs and collaborate with training teams to bridge skill gaps
• Conduct weekly coaching sessions and performance improvement discussions

Operations & Service Delivery

• Monitor daily operations and ensure adherence to SLAs, KPIs, and process guidelines
• Maintain Average Handling Time (AHT) targets across tenure bands
• Handle real-time floor support and manage escalations effectively
• Ensure consistent delivery of high-quality customer service

Process Improvement & Customer Experience

• Review existing processes and recommend improvements to enhance efficiency and customer satisfaction (CSAT)
• Identify process gaps and implement corrective measures
• Drive continuous improvement initiatives across the vacation rentals lifecycle

Reporting & Analysis

• Monitor team performance using dashboards and reports
• Leverage MS Excel and other tools for tracking and analysis
• Share insights and action plans with management to improve performance outcomes

Requirements

• Prior experience in handling international processes
• Proven experience in team management and supervision within BPO/operations environments
• Strong understanding of vacation rentals / travel domain processes preferred
• Excellent verbal and written communication skills in English
• Strong organizational and analytical skills
• Proficient in MS Excel and basic computer applications
• Willingness to work in a 24x7 rotational shift environment (5 days a week)

Equal Opportunity Employer

Atain is proud to be an equal opportunity employer and is committed to building an inclusive, diverse, and non-discriminatory work environment.