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Team Leader Operations

4 - 9 YearsBengaluru

Posted: 38 days ago

Job Description

  • Responsible for managing Operational SLAs including SLA, FCR, Error Reduction
  • Conducts team meetings to update members on best practices and continuing expectations
  • Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints
  • Escalation Management
  • Identifying Process gaps and work on identifying solutions
  • Interdepartmental communication for the process improvement 
  • Any other responsibilities that are assigned time to time

Team / People Management:
  • Periodical Performance Review with the team against the set targets
  • Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks 
  • Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance 
  • Develops strategies to promote team member adherence to company regulations and performance goals 
  • Rostering 
  • Leave / Shrinkage Management

MIS & Reporting:
  • Generates and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
  • Process Mapping 
  • TAT Reporting 
  • Error Trend and control reporting 
  • Historical Trend Analysis

Innovation and Change:

  • Suggest process improvements and drive team to work differently but within process guidelines

Salary: Not Disclosed by Recruiter
Industry: Travel / Hotels / Restaurants / Airlines / Railways
Functional Area: Travel, Tours, Ticketing, Airlines
Role Category: Ticketing/Travel/Documentation
Role: Operations Manager
Employment Type: Permanent Job, Full Time

Desired Candidate Profile

  • Minimum up-to 2 years of experience in a leadership or similar role
  • Minimum graduate (Any additional travel industry related certification will be an added advantage) 
  • Mandatory knowledge of at least 2 GDS including knowledge of airline reservations, reissuance, ticketing, refunds, fare calculations / constructions and handling of international travel complexities.
  • Good Written and Verbal communication skills
  • Strong analytical skills
  • Should have an experience of handling a team of 25 or more

Company Profile

Mystifly Consulting (India) Pvt. Ltd.
Mystifly is a B2B travel technology company, founded in 2009 and headquartered in Singapore. We have over 2500 customers in 60+ countries using our airfare distribution products including some of the biggest OTAs in the world. We offer one-of-a-kind platform consolidating 900+ airlines including 170+ LCCs across 70+ points-of-sale countries allowing customers to transact in their local currency.

Since our inception, we have been redefining airfare distribution with our proprietary intelligence driven algorithms, for which we have won many accolades for our travel technology, including an award for the fastest growing Travel Technology business.

With over 65 billion people expected to travel by air between, now and 2030, we intend to continue redefining the world of airfare distribution to make it easy, fast and flexible for people to buy air products
View Contact Details+
Contact Details

Recruiter Name:Sreedevi Praveen

Contact Company:Mystifly Consulting (India) Pvt. Ltd.