Team Leader (Travel & Ticketing – International Process)

Role Overview

As a Team Leader, you will be responsible for leading a team of Travel Consultants to deliver

world-class booking and ticketing services. You will bridge the gap between front-line operations

and management, ensuring that all travel-specific KPIs are met while fostering a

high-performance culture.

Key Responsibilities

1. Performance & KPI Management Metric

Ownership: Drive the team to achieve and exceed key BPO metrics: SLA (Service Level

Agreement), AHT (Average Handle Time), CSAT (Customer Satisfaction), and NPS (Net

Promoter Score).

● Real-time Floor Management: Monitor call queues and volume spikes to ensure

optimum resource utilization and minimal wait times.

● Accuracy:Ensure 100% accuracy in ticketing, re-issuances, and refunds to minimize

ADM(Agency Debit Memos).

2. People Leadership & Coaching

● Mentorship: Conduct weekly 1-on-1 coaching sessions based on Quality Audit findings.

● Development: Identify training needs and work with the L&D team to upskill consultants

on GDS shortcuts and customer handling.

● Engagement: Manage team morale, attrition, and absenteeism through proactive

engagement and conflict resolution.

3. Subject Matter Expertise (Travel & GDS)

● Technical Support: Act as the "SME" (Subject Matter Expert) for complex international

itineraries, fare constructions, and specialized ticketing requests.

● Escalation Handling: Resolve high-level customer complaints and complex booking

errors that require senior intervention.

4. Reporting & Analysis Analyze daily performance data to identify trends and "bottom

quartile" performers.

● Prepare and present weekly/monthly operational reports (WBR/MBR) for internal and

client stakeholders.

Qualifications & Experience

● Education:Graduate in any discipline (IATA or Travel/Tourism degree is a massive plus).

● Experience: • Total Experience: 4–6 years in a BPO/International Contact Center.

● Leadership Experience: Minimum 1–2 years as a Team Leader in a Travel/Ticketing

process.

● Mandatory

Skill: Hands-on proficiency in GDS (Amadeus, Sabre, or Galileo).

● Communication: Exceptional verbal and written English skills.

Required Skills

Leadership: Ability to manage a team of 15–20 agents in a high-pressure, 24/7environment.

● Data Literacy: Strong proficiency in MS Excel (VLOOKUPs, Pivot Tables) to track team

performance.

● Critical Thinking: Ability to make quick decisions during system outages or high-volume

travel disruptions.

● Process Knowledge: Solid understanding of airline policies, IATA regulations,and the

end-to-end ticketing lifecycle.

Shift & Joining

● Shifts: Must be flexible with rotational shifts (including night shifts) to support

international travel markets.

● Joining: Immediate Joiners preferred.

• It is a Full Time Customer Support / TeleCaller job for candidates with 4 - 6+ years Experience.