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Operations Team Lead

2 months ago

gurgaon, India IGT Solutions Full time

Requirement:

Must have handled a team size of at least 15-20 FTEs
Must have experience of corporate travel
Collaborate with internal & external stakeholders for providing real time feedback
Responsible for resolving team concerns with weekly & monthly connects
Responsible for maintaining the team quality & accuracy within the process
Responsible for team performance, Training & support required to enhance the overall performance
Responsible for maintaining adequate staffing in accordance to forecast to avoid SL & Interval misses
Ensure process KPIs must closed within the defined SLA shared by client
Must be aware on Attrition & shrinkage calculation plus factors affects them
Awareness on calculating Occupancy, Utilization, EST & ST
Prior working experience on at-least one GDS-Sabre/Amadeus is mandate
Must have Knowledge of PNR creation, OSI/SSR Request update, Pricing, Ticket Issuance/re-issuance, Ticket Cancellation/Partial ticket cancellation, Divide PNR, Full & Partial Refunds etc. on GDS
Must have in-depth knowledge of ticketing & fares calculation
Deep understanding of fare rules, Refundable/Non-Refundable Taxes & Full plus partial exchanges
Well versed with nature of ADMs & Drivers
Must have working with any of AMER/APAC/EMEA Markets
Good International Destination/geographical knowledge
Deep knowledge of international Travel products, Airfares, itineraries, Routing & Airline
Comfortable in working under fast paced 24*7 environment from office only

Business Outcomes:

Responsible for timely completion of the metrics associated with SLA
Prioritize & efficiently fulfill indirect customer requests
Offer relevant Platinum value added propositions using detailed knowledge of client’s choices
Provide relevant travel related recommendations/suggestions to internal teams for process improvement

Past experience:
Minimum: 3 years of experience in Ticketing profile (1.5 Year as Team lead – On paper)

Interested candidate share the resume:
swapnil.gupta@igtsolutions.com