GDS Team Leader

Atain; Muntinlupa; On-site; PHP 391,000 - 614,000; Full time

Job summary

Atain is seeking a Team Lead to manage a 20-25 agent inbound and email team in the Philippines. The role emphasizes effective process control, monitoring voice standards, performance reporting, value innovation, and escalation resolution.

The Team Lead will coach agents, drive product updates, handle escalated calls, and maintain CMS reports on staffing, AHT, and adherence. Onsite full-time with shifting schedules is required.

Qualifications

• 2-3 years in supervisor or TL role in a BPO Operations set-up with Airline or Travel.
• Experience with Amadeus GDS is required.
• Proficiency in MS Excel and MS Office applications.

Responsibilities

• Monitor calls and provide regular coaching and mentoring to agents and track low performers in team.
• Reinforce and drive all product related updates in team and handle escalated calls.
• Download and maintain CMS reports related to team staffing, AHT, and adherence.

Skills

Team leadership

Coaching & mentoring

Performance reporting

Process control

Escalation handling

MS Excel

Education

College degree preferred

Tools

Amadeus GDS

Job description

The purpose of this role is to manage all team and process related issues. This would entail team management activities including effective process control, monitoring voice standards, performance reporting, value innovation, and escalation resolution. The team size would be of 20 - 25 agents on inbound calls/email.

JOB FUNCTION/ RESPONSIBILITIES:

• Team Lead needs to monitor calls and provide regular coaching and mentoring to agents and track low performers in team.
• Team Lead has to re-enforce and drive all product related updates in team and handle escalated calls.
• Team Lead has to download and maintain CMS reports – related to team staffing, AHT – track aux adherence and ensure discipline is maintained in team.

JOB QUALIFICATIONS:

• Preferably college graduate but can accept college undergraduate
• With 2-3 years in supervisor or TL role in a BPO Operations set-up with Airline or Travel
• Must have experience with GDS (Amadeus)
• Knowledgeable in computer MS applications & Excel
• Preferably with experience in Travel BPO/Travel Agency & hands on experience in travel bookings and changes
• Amenable to work fulltime onsite and on shifting schedule.