Team Leader Operations - International Experience

ATAIN; Gurugram District; On-site; INR 550,000 - 850,000; Full time

Job summary

Atain is seeking a Team Leader – Operations (Airlines Process) to lead a 15–20 member customer service team in Gurgaon. This role focuses on driving productivity, quality, CSAT, and adherence to airline process standards in a fast-paced international setting.

The ideal candidate has strong leadership, coaching, and MS Excel skills, with a background in Airlines/Travel operations or international processes. WFO with rotational shifts and 5-day work week are offered.

Qualifications

• Graduate in any discipline.
• Minimum experience in Airlines/Travel Operations with Team Handling experience (Not mandate).
• Proven experience managing teams in an international process/BPO environment.

Responsibilities

• Lead and manage a team of 15–20 Customer Service Executives/Team Members.
• Drive performance across productivity, quality, CSAT, shrinkage and attrition metrics.
• Coach, mentor and onboard new hires; conduct reviews and weekly coaching discussions.

Skills

Leadership

Coaching

Analytical skills

MS Excel

Education

Graduate in any discipline

Tools

MS Excel

Job description

Atain is a dynamic business services organization focused on delivering operational excellence, customer experience, and innovative solutions across the Travel, Transportation, and Hospitality sectors. With a strong commitment to quality, process improvement, and customer satisfaction, Atain partners with leading global organizations to provide world-class customer support and operational services.

Atain fosters an inclusive and diverse workplace where employment opportunities are based on merit, qualifications, and job performance. We are committed to maintaining a work environment free from discrimination, harassment, and bias, ensuring equal opportunities for all employees.

Exciting Opportunity Team Leader Operations (Airlines Process)

Job Description

We are looking for an experienced Team Leader Operations with a strong background in the Airlines/Travel domain to lead and manage a team in a fast-paced international customer service environment. The ideal candidate should have proven experience in handling airline operations, driving team performance, and ensuring service excellence while achieving business objectives.

Roles & Responsibilities

• Manage and lead a team of 15–20 Customer Service Executives/Team Members.
• Drive team performance across key operational metrics including Productivity, Quality, CSAT, Shrinkage, and Attrition.
• Monitor and achieve operational KPIs and individual contributor (IC) targets.
• Provide regular coaching, feedback, and mentoring to team members to enhance performance.
• Support onboarding and training of new hires and ensure smooth transition into operations.
• Conduct performance reviews, one-on-one sessions, and weekly coaching discussions.
• Identify training needs (TNI) and recommend action plans to bridge knowledge and performance gaps.
• Analyze processes and recommend improvements to enhance operational efficiency, customer experience, and overall performance.
• Provide floor support and effectively manage customer and operational escalations.
• Ensure adherence to airline process guidelines, service standards, and compliance requirements.
• Monitor and maintain AHT (Average Handling Time) and other productivity metrics as per business targets.
• Prepare and maintain MIS reports using MS Excel and other reporting tools.
• Collaborate with internal stakeholders to achieve service delivery objectives and continuous improvement initiatives.

Preferred Candidate Profile

• Graduate in any discipline.
• Minimum experience in Airlines/Travel Operations with Team Handling experience.(Not mandate)
• Proven experience managing teams in an International Process/BPO environment.
• Strong knowledge of airline operations, customer service, reservations, ticketing, or travel support processes.
• Excellent people management, coaching, and leadership skills.
• Strong analytical and problem-solving abilities.
• Good working knowledge of MS Excel and computer applications.
• Excellent written and verbal communication skills in English.
• Organized, process-oriented, and customer-focused.
• Ability to work in a 24x7 rotational shift environment.

Position: Team Leader – Operations (Airlines Process)
Location: Gurgaon
Shift: Rotational Shifts
Working Days: 5 Days a Week
Work Mode: Work From Office (WFO)

Join Atain and become part of a high-performing team dedicated to delivering exceptional customer experiences within the global airline industry.