Team Lead
Rs 5.5 lakh p.a.TP
Job Title: Team Leader – Customer Service & Travel Process Location: Malad - Mumbai Working Days: 6 Days a Week Shift: General Shift Week Off: 1 Rotational Week Off Salary: ₹5.5 LPA Immediate Joiner Job Summary: We are looking for a result-driven Team Leader with experience in both Customer Service and Travel Process. The candidate will be responsible for managing team performance, driving key operational metrics such as NPS, BQM, shrinkage, and attrition, while ensuring high levels of customer satisfaction and service delivery. Key Responsibilities: Lead, manage, and motivate a team of customer service executives. Drive team performance to achieve KPIs including NPS (Net Promoter Score), BQM (Business Quality Metrics), productivity, and quality scores. Monitor and control shrinkage (planned and unplanned absenteeism) to ensure optimal staffing levels. Manage and reduce attrition through engagement, coaching, and retention strategies. Handle customer escalations, especially in travel-related processes (bookings, cancellations, itinerary changes). Conduct regular performance reviews, team huddles, and one-on-one feedback sessions. Ensure adherence to SLAs, process guidelines, and compliance standards. Analyze performance reports and identify areas of improvement. Train, mentor, and upskill team members on customer service and travel processes. Required Skills & Qualifications: Graduate in any discipline. Proven experience in Customer Service and Travel Process. Strong understanding of NPS, BQM, shrinkage, and attrition management. Excellent leadership, communication, and interpersonal skills. Ability t
Vacancy posted 20 days ago
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