Team Leader - Operations - Travel

Job Title : Team Leader Operations -Airline / Travel Mandatory

Department : Operations

Location : Oklahoma City, OK 73102

JOB PURPOSE:

The purpose of this role is to manage all team and process related issues. This would entail team management activities including effective process control, monitoring voice standards, performance reporting, value innovation, and escalation resolution. The team size would be of 15 - 20 agents on inbound calls/email

PRINCIPLE ACCOUNTABILITIES: EXPECTED END RESULTS & MAJOR ACTIVITIES

1. Adherence to Service levels - Ensure team meets and exceed Stipulated Timelines and Service level Agreements.

2. Coaching and Mentoring - Team Lead needs to monitor calls and provide regular coaching and mentoring to agents and track low performers in team.

3. Client - interactions – All deadlines set by client to be met

Team Lead may be required to be a part of Client Calls – Agent Focus Group Discussions.

4. Quality updates- Call escalations. - Team Lead has to re-inforce and drive all product related updates in team and handle escalated calls.

5. Run CMS reports and track defaulters -Team Lead has to download and maintain CMS reports – related to team staffing, AHT – track aux adherence and ensure discipline is maintained in team.

6. Drive Compliance - Ensure that all compliance related to policy and procedures are adhered to by agents on calls.

7. Manage Attrition - Team Leads are responsible for staff retention.

8. Conduct Appraisals - Team Lead has to conduct and manage appraisal discussions (PMS) with agents.

SKILLS AND KNOWLEDGE:

RELEVANT EXPERIENCE –

• With 1-2 years in supervisor or TL role in a Travel BPO Operations set-up
• Knowledgeable in computer MS applications & Excel
• Experience in Travel BPO/Travel Agency & hands on experience in travel bookings and changes

KNOWLEDGE, SKILLS & OTHER ABILITIES -

• Strong team-building skills.
• Able to effectively assess operational inefficiencies.
• Exceptionally talented at devising appropriate goals.
• Good knowledge of measurable tasks.
• Competent at social oral and written communication.
• Excellent goal tracking and report writing.
• Excellent communication and leadership skills
• Organizational and time-management skills
• Decision-making skills

PERSONAL CHARACTERISTICS & BEHAVIOURS -

• Strong leadership/people skills and performance management know-how
• Excellent written and verbal communication skills in English
• Willing to work in a fast-paced, dynamic and schedule-shifting environment
• Organized and Methodical
• Possesses integrity and strong work ethic including maintaining confidentiality
• No criminal records
• No active violations and/or disciplinary memos

· Flexible and adaptive to work schedules

• Has positive behaviour and background

· High level of integrity and accountability

It is our policy to provide 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 grounds.