Team Leaders/Supervisor | Travel Experience Only

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

Job summary

iQor is seeking a Supervisor of Operations Travel Process to oversee call center staff handling travel-related customer service tasks. You will assign work, coach teams, manage performance, and ensure delivery of high-quality service within the travel process.

The role requires strong leadership, travel industry experience, and the ability to drive improvements and meet operational targets in a dynamic environment.

Qualifications

• 3+ years of Travel/Travel Process experience in a BPO/Call Center is mandatory.
• Hands-on travel operations or customer service experience (airlines, hotels, reservations, or travel-related queries).
• Minimum 1 year of supervisory/team handling experience.
• Strong communication and interpersonal skills.
• Good problem-solving and customer-handling abilities.
• Ability to manage team performance and meet operational targets.

Responsibilities

• Supervise call center representatives handling travel-related customer queries, bookings, cancellations, amendments, refunds, and complaints.
• Ensure agents understand and comply with travel process objectives, performance standards, policies, and requirements.
• Monitor and provide regular coaching, feedback, and learning opportunities to agents.
• Handle queries related to airlines, hotels, reservations, itineraries, and travel services.
• Drive continuous improvement through trend analysis, reporting, and metrics management.
• Identify and implement process improvements to enhance customer experience, productivity, and efficiency.
• Demonstrate commitment to customer service by resolving issues quickly and effectively.

Skills

Travel Process

Team Leadership

Customer Service

Communication Skills

Problem Solving

Education

High School Diploma

Job description

Supervisor Operations Travel Process

Job Summary Oversee call center staff supporting travel-related customer service operations. Responsible for assigning tasks, motivating and coaching employees, managing performance, and ensuring delivery of high-quality customer service within the travel process.

Responsibilities

• Supervise and manage call center representatives handling travel-related customer queries, bookings, cancellations, amendments, refunds, and complaints.
• Ensure agents understand and comply with all call center objectives, performance standards, policies, and travel process requirements.
• Monitor and evaluate agent performance, providing regular coaching, feedback, and learning opportunities.
• Ensure effective handling of customer queries related to airlines, hotels, reservations, travel itineraries, cancellations, and other travel services.
• Drive continuous improvement through trend analysis, reporting, and metrics management.
• Identify and implement process improvements to enhance customer experience, productivity, and operational efficiency.
• Identify creative ways to reduce costs by streamlining processes and eliminating non-value-added activities.
• Demonstrate a strong commitment to customer service by resolving travel-related issues quickly and effectively.
• Handle escalations and complex customer situations in coordination with the reporting manager.
• Share best practices and operational knowledge with other iQor facilities.
• Ensure 100% adherence to company policies and procedures, including Security, Health, Safety, Quality, and customer-specific requirements.
• Maintain discretion and confidentiality regarding systems, customer data, and proprietary information.
• Understand and support the strategic direction of the travel business and call center operations.
• Perform other duties as assigned.

Skills Requirements

• Minimum 3 years of experience in a Travel/Travel Process within a BPO/Call Center environment is mandatory.
• Candidates must have hands-on experience in travel operations/customer service, preferably handling airlines, hotels, reservations, ticketing, cancellations, amendments, or travel-related queries.
• Minimum 1 year of supervisory/team handling experience.
• Strong communication and interpersonal skills.
• Good problem-solving and customer-handling skills.
• Ability to manage team performance and meet operational targets.
• Candidates without Travel Process/Travel Industry experience will not be considered.

Education Requirements

High school diploma, G.E.D., Trade/Vocational School certificate, or equivalent required.

Physical Requirements

• Ability to work on a computer and speak/type for extended periods.
• Visual acuity to perform activities such as preparing and analyzing data and viewing a computer terminal.
• Consistent attendance is an essential function of the job.

Important Candidate Requirement

Travel Experience is mandatory for this position. We are looking for candidates specifically from a Travel/Travel Process background. Candidates without relevant Travel experience should not apply.