Walk-in | Operations Team Lead |Travel Domain

ATAIN; Gurugram District; On-site; INR 900,000 - 1,200,000; Full time

Job summary

ATAIN in Gurugram, India, is seeking a proactive Team Leader Operations to lead a travel-focused contact center. You will mentor support teammates handling guest and host inquiries via chat and email, ensuring smooth bookings and policy adherence.

The role requires strong CSAT focus, sharp analytics, and 24x7 shift coordination. You'll collaborate with Quality and Training teams to drive service excellence and operational efficiency.

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

Skills

BPO/Contact Centre Operations

Team Leadership

MS Excel

MIS reporting

Written English

Escalation handling

Problem solving

24x7 operations

Tools

MS Excel

Reporting tools

Job description

Job Description: Team Leader Operations (Travel Mandate)

Role Overview

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