Team Leader Operations

From 5 to 8 year(s) of experience
₹ Not Disclosed by Recruiter

Job Description


Skill Type Description

Operational

  • Responsible for all 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

Job Title: Team Leader Department: Operations

Location: Bengaluru Reports to: Sr. Manager (Operations)

Domain: Travel


  • 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

Job Specific Competencies • Team management skills and ability to lead by example • Excellent verbal and written communication skills. • Results driven, displays accountability and ownership. • Self-motivated and ability to motivate others within the team. • Proactive and ability to work under own initiative without direction. • Passionate and high on energy levels. • Strong analytical and logical reasoning abilities, and ability to anticipate, analyze and resolve issues. • Business acumen • Flair for customer service • Ability to handle a voice process.

Mandatory Requirements: • 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


Education

UG:Any Graduate

Company Profile

Mystifly Consulting (India) Pvt. Ltd.

Mystifly - Company Profile http://mystifly.com/our-company

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.

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

Address: 6th Cross Rd, HBR Layout 4th Block, HBR Layout, Bengaluru, Karnataka 560043

Salary:

Not Disclosed by Recruiter

Role Category:

Operations

Role:

Team Leader

Employment Type:

Full Time, Permanent