Team Leader Operations - International Travel Process

Were Hiring | Team Leader Airlines / Travel Process (International BPO)

Location: Gurgaon

Shifts: Rotational (24x7) | 5 days working

Mandatory: International Airlines / Travel BPO Experience + GDS Knowledge

Are you a seasoned Team Leader from an International Airlines or Travel BPO process with strong GDS expertise? If youve led teams handling global customers and are hands-on with airline systems, this role is made for you.

Key Responsibilities

• Lead and manage a team of 1520 advisors in an international airlines/travel process
• Drive team performance across Productivity, Quality, CSAT, Shrinkage & Attrition
• Deliver regular coaching, feedback, and performance reviews
• Identify training needs and close process gaps proactively
• Recommend and implement process improvements to enhance customer experience
• Provide real-time floor support and manage customer escalations
• Ensure achievement of IC targets and AHT benchmarks across tenure buckets
• Conduct weekly coaching sessions and performance discussions
• Track performance using MS Excel and basic reporting tools

Mandatory Requirements (Non-Negotiable)

• International BPO experience in Airlines / Travel process
• Hands-on GDS knowledge: Amadeus / Galileo / Sabre
• Proven team handling and people management experience
• Excellent verbal and written communication skills in English
• Strong analytical, organizational, and problem-solving abilities
• Flexibility to work in a 24x7 rotational shift environment

Why Join Us?

• Work with a global leader in airline & travel services
• Strong career growth in a stable international BPO setup
• Leadership role with end-to-end team ownership and visibility

Know more about us: IGT Company Profile

Interested candidates meeting the mandatory criteria may apply or share their CV via LinkedIn DM.