Ticketing Team Leader

Position Overview:

We are seeking a dedicated and dynamic Ticketing Team Leader to oversee and support a team of ticketing agents, ensuring operational excellence and adherence to process SLAs. The ideal candidate will be a strong leader with excellent analytical, communication, and problem-solving skills, capable of motivating team members to meet and exceed targets while driving continuous improvement.

Key Responsibilities:

• Supervise and guide team members to meet daily goals and assigned targets.
• Ensure team compliance with all ticketing objectives, performance standards, and policies.
• Provide timely support and guidance to team members on best practices and complex ticketing scenarios.
• Identify operational gaps and suggest improvements to enhance overall efficiency.
• Monitor, evaluate, and document team performance, providing coaching or corrective action as needed.
• Prepare detailed reports and analyze data to assist management in goal-setting and strategic planning.
• Collaborate with other supervisors and management to foster a positive team environment and maximize customer satisfaction.
• Actively participate in team-building activities and support the professional development of team members.

Requirements:

• High school diploma (Graduation preferred). Additional qualifications in management are advantageous.
• At least 2 years of experience as a Ticketing Team Leader, managing a team of 10-15 members.
• Proficiency in GDS tools such as Amadeus, Sabre, or Worldspan is mandatory.
• Excellent verbal and written English communication skills.
• Demonstrated ability to coach, train, motivate, and evaluate team members.
• Strong analytical and problem-solving abilities to address operational challenges.
• Excellent customer service skills and the ability to navigate challenging situations with professionalism.
• Dynamic, proactive, and ready to take on challenges in a fast-paced environment.

Additional Skills:

• Strong understanding of ticketing processes, company policies, and services.
• Ability to work efficiently under pressure and maintain composure during peak hours.
• Analytical mindset to identify trends and implement effective solutions for improvement.

Join our team and take the lead in shaping a high-performing ticketing unit while driving customer satisfaction and team success.