Team Lead Call Center

Role: Team Leader - Operations

Location: Gurgaon

Flexible for 24*7 environment

5 days working

Must Have : Airlines, travel management companies, OTAs, travel technology companies, airports, railways, cruise liners and hotels.

Roles and Responsibilities

• Manage team of 15 20 Team Members
• Managing Team Performance Productivity // Quality // Shrinkage // Attrition
• Coaching new team members
• Review processes and come up with recommendation which can help to improve overall performance / CSAT
• Identify TNI and bridge process gaps
• Weekly monitoring and coaching to team members
• Floor support and handling escalations
• Manage and achieve IC targets
• Maintain AHT levels as per the given targets for different tenure bucket
• Basic knowledge of computers and MS excel
• we need International Process handling exp
• Experience in handling a team and ability to manage team members and subordinates - Preferred
• Strong supervisory skills
• Excellent written and verbal communication skills in English
• Organized and Methodical

IGT Solutions provides equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these groups.