Team Lead- Travel Process

Radical Minds; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

Radical Minds in Noida is seeking a Team Leader for Travel Process with hands-on GDS experience. The role focuses on leading a team of Travel Executives, managing bookings, refunds, and ensuring KPIs are met. Strong leadership and customer escalation handling are essential.

The ideal candidate will drive process improvements, monitor performance, and coordinate with cross-functional teams to ensure high-quality service for domestic and international travel operations.

Qualifications

• Minimum 6 months of experience as a Team Leader in Travel/BPO.
• Hands-on experience with Amadeus, Galileo, and Sabre GDS.
• Experience in Flight Ticketing, PNR creation & management, and refunds.
• Strong communication and leadership abilities.

Responsibilities

• Lead and manage a team of Travel Executives to achieve operational and business goals.
• Monitor daily team performance and ensure adherence to SLAs and quality standards.
• Handle customer escalations and provide timely resolutions.
• Manage domestic and international flight bookings, ticketing, reissues, cancellations, and refund processing.
• Ensure accurate PNR creation, modifications, and ticket issuance using GDS systems.
• Conduct team huddles, coaching sessions, feedback discussions, and performance reviews.
• Drive team engagement and implement action plans to improve performance.
• Coordinate with cross-functional teams for seamless operations.
• Prepare and analyze daily, weekly, and monthly MIS reports.

Skills

Team leadership

GDS knowledge

Communication

People management

Analytical

Fast-paced environment

Education

Graduate degree

Tools

Amadeus GDS

Galileo GDS

Sabre GDS

Job description

Position: Team Leader Travel Process (Travel/GDS)

Location: Noida Sector 57

Experience: Minimum 6 months of experience as a Team Leader in the Travel Domain

Employment Type: Full-Time

Job Summary

We are seeking an experienced and dynamic Team Leader for our Travel Process. The ideal candidate should have hands‑on expertise in GDS platforms (Amadeus, Galileo, and Sabre) along with proven team management experience. The candidate should be capable of driving operational excellence, handling customer escalations, managing travel bookings, cancellations, refunds, and ensuring team performance meets business KPIs.

Key Responsibilities

• Lead and manage a team of Travel Executives to achieve operational and business goals.
• Monitor daily team performance and ensure adherence to SLAs and quality standards.
• Handle customer escalations and provide timely resolutions.
• Manage domestic and international flight bookings, ticketing, reissues, cancellations, and refund processing.
• Ensure accurate PNR creation, modifications, and ticket issuance using GDS systems.
• Conduct team huddles, coaching sessions, feedback discussions, and performance reviews.
• Drive team engagement and implement action plans to improve performance.
• Coordinate with cross-functional teams for seamless operations.
• Prepare and analyze daily, weekly, and monthly MIS reports.

Required Skills & Experience

• Minimum 6 months of experience as a Team Leader in the Travel/BPO industry.
• Hands‑on experience with Amadeus, Galileo, and Sabre GDS.
• Strong knowledge of:
  • Flight Ticketing
  • PNR Creation & Management
  • Fare Rules
  • Flight Rebooking
  • Ticket Amendments
  • Cancellations & Refund Processing
• Excellent communication, leadership, and people management skills.
• Strong analytical and problem‑solving abilities.
• Ability to work in a fast‑paced and target‑driven environment.

Operational Knowledge

The candidate should have a good understanding of key contact center and operational metrics, including:

• Attrition Management
• Shrinkage Management
• CSAT (Customer Satisfaction Score)
• AHT (Average Handle Time)
• SLA (Service Level Agreement)
• Productivity & Utilization
• Quality Scores (QA)
• Schedule Adherence
• Occupancy
• Team Performance Management
• Root Cause Analysis (RCA) and Action Planning

Preferred Qualifications

• Graduate in any discipline.
• Experience in International Travel Voice Process is preferred.
• Knowledge of airline policies, fare rules, and travel industry standards.