GDS Travel Team Lead — Coaching & Process Excellence

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

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.