Travel- Flight Tl Job in Radical Minds

Process/LOB: Travel- Flight
Job: Team Leader
Location: Gurgaon
Reporting to: Assistant Manager

• Should be responsible for Inbound customer service.
• Work direction and development for a team of executives (15-20 in number).
• Monitor schedule adherence of the executives and advise the leadership team of issues negatively impacting service levels.
• Provide operational floor management by monitoring service levels, making appropriate decisions, responsible for the daily monitoring of quality and production of the outbound / inbound status group and manual processes.
• Provide performance feedback to the executives.
• Assist with training and identify training needs within the group and provide feedback.
• Mentor and assist new hires.
• Act as a central point of contact to reporting & escalating system issues to technology & the leadership.

• Gds (Amadeus or Galileo) knowledge is must.
• Customer Service Skills.
• Travel Industry experience is preferred.
• Knowledge of the Products supported
• Knowledge of Customer Procedures / Policies
• Excellent spoken and written communication skills
• Knowledge of Customer s Culture
• Basic knowledge of forecasting and scheduling techniques, operation policies and procedures and MIS
• Strong interpersonal, effectiveness and teamwork skills to empower, influence and reach resolution with direct reports, colleagues and leaders
• Excellent analytical, problem-solving, decision-making and project management skills
• Ability to drive results against SLA performance indicators
• Ability to handle stressful situations
• Willingness to work in 24 7 environment and rotational shifts

• Graduate or graduate equivalent
• Relevant product/process knowledge
• Min 1 years of relevant industry experience
• Coaching and developing people.
• BPO experience is must.
• Managing change
• Emotional intelligence
• Proven ability to lead and motivate a service-oriented team in a fast paced environment
• Experience in a call center environment
• Excellent analytical, problem-solving, decision-making and project management skills