Position: Team Lead - Airline Operations
Location: Mumbai
Type: Full Time
Industry: Airline
Role Overview
We seek a dynamic and motivated individual to join our team as a Team Lead in the airline industry. As the Team Lead, you will be pivotal in fostering a collaborative and high-performing team environment, ensuring operational excellence, and delivering exceptional customer service. If you have a passion for leadership, a background in aviation, and a drive to exceed expectations, this role offers a unique opportunity to make a significant impact.
Responsibilities
Cultivate an environment of open communication and teamwork that inspires the team to excel.
Define clear and attainable team objectives and goals.
Allocate tasks and set realistic deadlines to ensure timely task completion.
Oversee day-to-day operations to ensure seamless functioning.
Monitor team performance, providing regular metric-based reports.
Motivate team members to surpass targets and achieve their full potential.
Identify training needs and provide effective coaching and guidance.
Actively listen to team feedback and adeptly manage any issues or conflicts.
Acknowledge and reward high performance and accomplishments.
Encourage a culture of innovation and willingness to embrace calculated risks.
Coordinate team-building activities to fortify team cohesion and morale.
Maintain an unwavering focus on customer satisfaction and client success.
Engage with customers regularly to ensure service excellence.
Demonstrate a solid team-player mindset and tireless enthusiasm for the role.
Conduct call monitoring sessions, perform call calibrations, and offer developmental feedback to team members.
Qualifications
Bachelor's degree or higher qualification.
4-7 years of hands-on experience in customer service operations, particularly within the aviation sector.
Proven track record of successfully leading and managing teams of 15-25 full-time equivalents (FTEs).
Exceptional communication skills and adeptness in leadership.
Proficiency in organisation and time management.
Deep understanding of performance metrics and their practical application.
Strong decision-making and analytical capabilities.
A customer-centric mindset with a commitment to delivering exceptional service.
Ability to thrive and maintain composure under pressure.
Proficiency in performance management to drive continuous enhancement in agent performance.
Flexibility to operate in a 24/7 working environment.
If you are ready to take on this challenging role, lead a dynamic team, and contribute to the success of our airline operations, we encourage you to apply. Join us in setting new standards for excellence in the aviation industry.
