Job Description

ROLE : Team Leader, Operations DESIGNATION : Team Leader, Operations LOCATION : Mumbai YEARS OF EXPERIENCE : Min 2 to 3 years Role and Key Responsibilities: \' Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements \' Regularly impart effective coaching to direct reports, ensuring consistent high-performance delivery \' Identify performance related issues, develop an action plan for improvement and implement corrective actions. \' Ensure service delivered to our customers meets contractual Key Performance Indicator (\'KPIs\') and financial expectations. \' Communicate expectations to employees and provide timely updates. \' Provide subject matter expertise in handling escalated customer calls as needed. \' Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities. \' Stay current on internal work processes, policies and procedures. Attend required manager development training. \' Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed. \' Ensure that the operations are in compliance with active contracts \' Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner. Key skills & knowledge: \' Associate degree in related field with two to four years of relevant experience preferred. \' Highly motivated individual with skills to develop and coach team members to achieve performance expectations. \' Work well under pressure and follow through on items to completion. \' Excellent oral and written communication skills \' Ability to lead team members, multi-tasking, prioritization, and meeting timelines of deliverables. \' Ability to mentor, coach and provide direction to team members. \' Willingness to work on a flexible schedule. \' 2+ year in experience in Travel / Aviation field mandatory Educational Qualification : Graduation Position /Designation Name:- Team Leader Job Location:- Mumbai (Malad) Choose the relevant job function :- Operations Process Domestic or International :- Domestic Experience :- Minimum 18 months as TL from aviation/travel industry Notice Period :- Any CTC :- AS PER MARKET STD. Shift Timings :- 24/7 Working Days :- 5 Education :- Graduate

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