Team leader For Sales Department

Smartcall; Gurugram District; Hybrid; INR 800,000 - 1,200,000; Full time

Job summary

Smartcall is looking for an experienced team leader for their International Travel Process call center operations. This role involves managing a team of customer service agents, ensuring high levels of service delivery and customer satisfaction across regions including Australia, New Zealand, and the UK.

The ideal candidate should have at least 6-8 years of experience in a call center, with strong leadership skills, excellent communication abilities, and a deep understanding of international travel processes. Flexibility to work varied shifts is key.

Qualifications

• Minimum 6-8 years in a call center environment, with 2-3 years in a leadership/supervisory role.
• Experience in international travel processes for Australia, New Zealand, and UK markets is highly preferred.

Responsibilities

• Lead, coach, and manage a team of call center agents handling travel-related queries.
• Handle escalations and resolve customer issues efficiently.
• Conduct regular training sessions for team updates on travel regulations.
• Collaborate with management for optimal staffing during peak hours.
• Report on team performance and process improvements.

Skills

Excellent verbal and written communication skills in English

Leadership skills

Strong customer service orientation

Problem-solving abilities

Familiarity with CRM systems

Flexibility for rotational shifts

Education

Bachelor's degree or diploma in a related field

Tools

Global Distribution Systems (GDS) such as Galileo, Amadeus, Sabre

Job description

Job Overview

We are seeking an experienced and results-driven team leader for our International Travel Process call center operations, serving customers in Australia, New Zealand, and the UK. The ideal candidate will lead a team of customer service agents, ensuring outstanding service delivery, operational efficiency, and high customer satisfaction across multiple time zones.

Roles & Responsibilities

• Lead, coach, and manage a team of call center agents handling travel-related queries and bookings for customers in Australia, New Zealand, and the UK or any other international experience.
• Handle escalations and resolve customer issues with professionalism and efficiency, particularly related to international travel.
• Conduct regular training sessions to keep the team updated on international travel regulations, visa processes, and destination guidelines.
• Collaborate with the workforce management team to ensure optimal staffing for peak hours and time zone variations across regions.
• Develop action plans for improving team performance and addressing individual development needs.
• Report on team performance, KPIs, and process improvements to senior management.

Skills & Qualifications

Education: Bachelors degree or diploma in a related field (travel/tourism is a plus).

Experience: Minimum of 6-8 years in a call center environment, with at least 2-3 years in a leadership or supervisory role managing international travel processes. Experience in Australia, New Zealand, or UK markets is highly preferred.

Communication Skills:

• Excellent verbal and written communication skills in English. Experience handling international clients is essential.
• Leadership Skills: Proven ability to lead and mentor a team, driving performance and professional development.
• Customer Service: Strong customer service orientation, with experience in handling escalations and complex international travel issues.
• Problem‑Solving: Ability to make quick, effective decisions and resolve issues under pressure, particularly for international travel disruptions.
• Technical Skills: Familiarity with CRM systems, call center technologies, and Global Distribution Systems (GDS) such as Galileo (Travelport), Amadeus, and Sabre.
• Flexibility: willingness to work in rotational shifts, covering Australia, New Zealand, and UK time zones, including weekends and holidays.

Preferred Skills

• Expertise in international travel processes, visa requirements, and customer handling for disruptions (e.g., cancellations, schedule changes).
• Knowledge of market-specific customer service standards for Australia, New Zealand, and the UK