Operations Team Lead |Hospitality|Sales

ATAIN; Gurugram District; On-site; INR 700,000 - 1,100,000; Full time

Benefits offered by this job

Rewards & Recognition (Awards & Incent

Career Growth Opportunities

Job summary

ATAIN is seeking a Team Leader Operations in Haryana (Gurugram) to lead a guest/host support team in a fast-paced contact center focused on hospitality bookings. You will drive CSAT, response/ resolution times, and quality metrics while managing escalations and process improvements.

The role requires experience in travel/bpo settings, strong English communication, and leadership skills to guide a team through 24x7 shifts and cross-functional collaboration.

Qualifications

• 26 years of experience in BPO/Contact Centre Operations, preferably in Travel.
• Minimum 1 year of experience as a Team Leader managing chat/email support teams
• Strong written communication skills (English) with a customer-centric approach
• Excellent analytical and problem-solving abilities
• Experience in handling escalations related to bookings, cancellations, or customer disputes
• Proficiency in MS Excel, reporting tools, and MIS analysis
• Ability to work in a fast-paced, dynamic, 24x7 environment
• Strong leadership, interpersonal, and team management skills

Responsibilities

• Lead, guide, and manage a team of handling guest and host queries related to bookings, cancellations, refunds, property listings, and policy clarifications
• Monitor team performance against key metrics such as CSAT, response time, resolution time, productivity, quality scores, and SLAs
• Ensure delivery of an excellent customer experience for both guests and property owners/hosts
• Conduct regular team huddles, coaching sessions, and performance reviews
• Manage complex customer escalations, including booking disputes, refund issues, and service complaints with professionalism and empathy
• Analyze MIS reports, customer trends, and operational data to identify gaps and implement process improvements
• Ensure strict schedule adherence, shift management, and workforce discipline in a 24x7 operational environment
• Collaborate closely with Quality, Training, Product, and Operations teams to enhance service delivery and process efficiency
• Maintain up-to-date knowledge of vacation rental policies, platform guidelines, and compliance requirements

Skills

BPO/Contact Centre Operations

Team Leader

Written English

Analytical thinking

Escalation handling

Leadership

Fast-paced environment

Tools

MS Excel

Reporting tools

MIS analysis

Job description

Job Description: Team Leader Operations (Hospitality sales)

We are seeking a highly motivated and customer-focused Team Leader Operations with experience in within a contact center environment, preferably in the Travel industry. The role involves managing a team of support associates who assist guests and property hosts, ensuring exceptional service delivery, operational efficiency, and a seamless booking experience through non-voice channels.

Key Responsibilities

• Lead, guide, and manage a team of handling guest and host queries related to bookings, cancellations, refunds, property listings, and policy clarifications
• Monitor team performance against key metrics such as Customer Satisfaction (CSAT), response time, resolution time, productivity, quality scores, and SLAs
• Ensure delivery of an excellent customer experience for both guests and property owners/hosts
• Conduct regular team huddles, coaching sessions, and performance reviews to drive continuous improvement
• Manage complex customer escalations, including booking disputes, refund issues, and service complaints with professionalism and empathy
• Analyze MIS reports, customer trends, and operational data to identify gaps and implement process improvements
• Ensure strict schedule adherence, shift management, and workforce discipline in a 24x7 operational environment
• Collaborate closely with Quality, Training, Product, and Operations teams to enhance service delivery and process efficiency
• Maintain up-to-date knowledge of vacation rental policies, platform guidelines, and compliance requirements

Required Skills & Qualifications

• 26 years of experience in BPO/Contact Centre Operations, preferably in Travel.
• Minimum 1 year of experience as a Team Leader managing chat/email support teams
• Strong written communication skills (English) with a customer-centric approach
• Excellent analytical and problem-solving abilities
• Experience in handling escalations related to bookings, cancellations, or customer disputes
• Proficiency in MS Excel, reporting tools, and MIS analysis
• Ability to work in a fast-paced, dynamic, 24x7 environment
• Strong leadership, interpersonal, and team management skills

Preferred Competencies

• Familiarity with Travel domain.
• Strong focus on customer experience and service excellence
• Ability to manage high-volume support operations during peak travel seasons
• High level of ownership, accountability, and adaptability

Job Details:

• Process: Voice
• Shift: 24x7 (Rotational)
• Working Hours: 9 hours (including 1-hour break)
• Working Days: 5 days/week
• Work Mode: Work from Office

Benefits:

• Rewards & Recognition (Awards & Incentives)
• Career Growth Opportunities