Job Title: Team Lead/Assistant manager
Industry: Airline
Location: Gurgaon
Job Type: Full Time
Experience: At least 7-9 years of experience in customer service operations –
travel/reservation/ticketing experience is mandatory.
Responsibilities
- Service Delivery – Will be stationed at vendor location and need to effectively manage day-to-day metrics to the highest standard of customer obsession, and participate in project and change management, including new implementations.
- Risk and Control – Ensure vendor compliance with standards set by Airlines
- Stakeholder Management – Build and manage strong, trusted vendor and stakeholder relationships across different levels of the organization.
- Foster an inspiring team environment characterized by open communication and collaboration.
- Set clear and achievable team goals.
- Delegate tasks and establish deadlines for timely completion.
- Oversee day-to-day operations and ensure smooth functioning.
- Monitor team performance and provide regular reports on metrics.
- Motivate team members to excel and achieve targets.
- Identify training needs and provide coaching and guidance.
- Actively listen to team members' feedback and address any issues or conflicts that arise.
- Recognize high performance and reward accomplishments.
- Encourage creativity and a willingness to take risks.
- Organize team building activities to strengthen bonds and enhance morale.
- Maintain a strong focus on customer and client satisfaction.
- Interact with customers on a regular basis.
- Demonstrate a strong team player mentality and exhibit enthusiasm for the job.
- Conduct call listening sessions, perform call calibrations, and provide developmental feedback to associates.
Skillset
- Minimum Graduate
- At least 7-9 years of experience in customer service operations – travel/reservation/ticketing experience is mandatory
- GDS Amadeus experience is mandate.
- Excellent Communication and Leadership Skills
- Organizational and time-management skills
- In-depth knowledge of performance metrics
- Decision-making and analytical skills.
- Customer Focus Withstanding Pressure
- Performance management – drive continuous improvement in agent performance.
- Should be flexible with a 24/7 working environment.
