Team Leader Operations || Contact Centre || Ecommerce Process

IGT Solutions Pvt Ltd is a leading IT & BPM services provider committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain. The company offers integrated IT-BPM services comprising of Application Development and Maintenance, Mobility, Testing, Analytics, Contact Center Services, Back Office Services and Consulting Services to the Travel industry worldwide. IGT boasts of a talent pool of over 10,000+ travel industry experts with its 15 state-of-the-art delivery centres and worldwide operational presence. IGT, through its innovative solutions and services, offers a unique value proposition in terms of quality, flexibility and cost savings to a large number of airlines, travel management companies, OTAs, travel technology companies, airports, railways, cruise liners and hotels. 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.

Role & 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
• Flexible for 24*7 environment
• 5 days working
• WFO

Company Profile : https://www.igtsolutions.com/overview/

Location: Gurgaon

Shifts: Rotational

Please share your resume on sameer.gandhi@igtsolutions.com