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Team Leader Travel Operation - With Leading Travel Industry Client

Keywords / Skills : Travel Operation

6 - 7 years
Posted: 2019-02-13

Customer Service/ Call Centre/ BPO
Team Leader
Posted On
13th Feb 2019
Job Ref code
Job Description
  • Project / Process drive team to achieve process SLAs / metrics productivity and quality targets within the established timelines
  • Ensure individual SLAs are met on processing transactions (if applicable)
  • Ensure process guidelines are followed and met as documented
  • Conduct analysis, track services delivered
  • Allocate work and tasks to the team
  • Ability to conduct process training or refresher training if required
  • Identify opportunities to improve processes
  • Initiate and deliver on process improvement project to improve process efficiencies
  • Review process audit findings and take corrective action to prevent negative results
, Desired Profile

Team Handling:
  • To lead a team of people to achieve operational deliverables in terms of targets, including quality
  • targets for a specific process
  • Ensure team SLAs are delivered; Review Team Performance on process metrics
  • Ensure quality standards are adhered to Coach and mentor the team
  • Guide and mentor team members from a process perspective to ensure delivery of SLAs
  • Conduct knowledge transfer sessions for new joiners in the team
  • Complete mandatory training for self
  • Manage attrition and absenteeism
  • Conduct team building activities to enhance motivation
  • Review VOC scores, provide feedback and recommend refresher training whenever necessary

Customer Satisfaction:
  • Ensure Customer Satisfaction and build relationships
  • Business / Customer Interact with customers (internal / external) to meet process deliverables
  • Create status reports for customers (internal/external)
  • Manage and resolve escalations and issues raised by customers and process specialists

Reference ID - GH/CRS/JC//07022019//81635/Team Leader Travel Operation ,
Key Skill(s)

About Company

GlobalHunt is an premier executive recruitment and selection services company providing wide range services to companies. Our services are available over a wide geographical area that spans across Asia Pacific, Africa, Europe and American markets, making us one of the leading HR firms.
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