Team Leader Operations_Airlines Experience

2 days ago

Gurgaon, Haryana, India IGT Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Exciting Opportunity – Team Leader (International Airlines Process Knowledge mandate) Location: Gurgaon (Work From Office – WFO) Shifts: Rotational (24x7 environment) | Working Days: 5 Days a Week Company Profile: IGT Solutions – Company OverviewJob DescriptionWe are hiring a Team Leader – International Process who will be responsible for managing a team of 15–20 team members in a fast-paced, customer-centric environment. The ideal candidate will have prior experience in handling international processes and team supervision, along with strong operational and people management skills.

Roles and ResponsibilitiesManage a team of 15–20 members to deliver high-quality performance

Drive and monitor key performance metrics: Productivity, Quality, Shrinkage, AttritionCoach and mentor new hires for successful onboarding and skill development

Conduct regular performance reviews and weekly coaching sessions

Provide real-time floor support and manage customer escalations effectively

Identify Training Needs (TNI) and bridge process or performance gaps

Review current processes and provide recommendations to enhance CSAT and efficiency

Maintain Average Handle Time (AHT) across different tenure groups as per targets

Ensure team achieves Individual Contributor (IC) targets consistently

Support overall operational efficiency in a 24x7 working environment

Skills & QualificationsPrior experience in managing International Processes (mandatory)Experience in handling and supervising teams (preferred)Strong supervisory, coaching, and leadership skills

Excellent verbal and written communication skills in EnglishBasic knowledge of computers and proficiency in MS ExcelHighly organized, methodical, and detail-oriented

Flexible to work in rotational shifts, including nights and weekends

Additional Details Location: Gurgaon

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