Team Leader Operations_ Walk-In

IGT Solutions Pvt Ltd is a leading IT & BPM services provider committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain. The company offers integrated IT-BPM services comprising of Application Development and Maintenance, Mobility, Testing, Analytics, Contact Center Services, Back Office Services and Consulting Services to the Travel industry worldwide. IGT boasts of a talent pool of over 10,000+ travel industry experts with its 15 state-of-the-art delivery centres and worldwide operational presence. IGT, through its innovative solutions and services, offers a unique value proposition in terms of quality, flexibility and cost savings to a large number of airlines, travel management companies, OTAs, travel technology companies, airports, railways, cruise liners and hotels. IGT Solutions provides equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these groups.

Job Summary:

We are seeking an experienced and dynamic Team Leader with a background in managing customer service operations for international airline processes. The ideal candidate will be responsible for driving team performance, managing escalations, and ensuring an exceptional customer experience while meeting key operational metrics.

Key Responsibilities:

• Manage and lead a team of 1520 team members handling customer interactions in an international airline process.
• Monitor and manage team performance across key metrics: Productivity, Quality, Shrinkage, and Attrition.
• Provide floor support, resolve complex queries, and handle customer escalations effectively and efficiently.
• Conduct weekly performance reviews, one-on-one coaching, and mentoring for continuous improvement.
• Coach and onboard new team members, ensuring smooth transition and process understanding.
• Analyze existing workflows and recommend process improvements to enhance overall performance and CSAT (Customer Satisfaction Score).
• Identify Training Needs (TNI) and bridge knowledge or skill gaps to elevate team capabilities.
• Track and ensure achievement of individual contributor (IC) targets across the team.
• Maintain AHT (Average Handling Time) within the defined limits across tenure brackets.
• Collaborate with support functions to ensure the smooth running of day-to-day operations.

Skills & Qualifications:

• Experience in handling international airline processes Mandatory.
• Proven experience in team management with strong supervisory skills.
• Excellent verbal and written communication skills in English.
• Proficient in MS Excel and basic computer applications.
• Strong organizational and analytical skills with attention to detail.
• Ability to work in a fast-paced, high-pressure environment.
• Open to working in a 24x7 rotational shift setup.

Preferred Experience:

• Minimum 13 years of experience in a Team Leader / Supervisor role within an international BPO or airline customer support process.
• Experience in leading customer service teams in domains like flight bookings, changes, cancellations, and frequent flyer programs.

If you're passionate about delivering top-tier customer service and leading high-performing teams in the dynamic airline industry, we invite you to apply.