IND_75809045_Team leader, Operations

Start your journey with BCD: Grow, connect, collaborate and celebrate with our global team

Team Lead

Full time, Bangalore

In this role you will be responsible for day-to-day management of a travel ops team, including managing key performance indicators (KPI), workload, providing assistance, and coaching. As the Team Leader you will also be the primary point of contact for the team members and actively coach and develop the team to meet and exceed all performance targets.

As a Team Lead, you will

· Provide leadership to a team of travel consultants, including responding to questions and providing direction and feedback

· Strong understanding of the allotted process and can consistently provide consultation to the manager operations

· Seek opportunities to review operational processes

· Collaborate with performance data to maximize the effectiveness and efficiency of the team

· Develop learning programs for closing own short- and long-term competency gaps

· Assist the consultants by appropriately responding and resolving customers inquiries

· Excellent knowledge and application of GDS rules

· Provide the team with the required process/client updated information, such as low fares, exchange costs, and penalties

· Maintain knowledge of necessary regulations (DOT, TSA, passports, visas, etc.)

· Monitor global distribution systems (GDS) queues daily to maintain quality control

· Complete 1QA Monitor per month for each advisor

· Conduct and complete the Onboarding Certification process for New Hires

About you

· Extensive GDS knowledge as a Team Leader

· You have relevant team managing experience

· Advanced knowledge in travel voice processes, emails/ chat teams

· Working knowledge of the travel industry, policies, procedures, and processes

· Strong verbal and written communication skills in English

· Can work in a 24/7 environment in a contact center (BPO) experience

Your life at BCD

Working at BCD means connecting, collaborating and celebrating. You’ll be part of a virtual, dynamic and flexible work environment that fosters a good work-life balance so you can focus on what makes you happy. But don’t just take our word for it! Hear why people join BCD and more about the great perks of Life at BCD.

You’ll be offered

· Opportunities to grow your skillset and career

· Generous vacation days so you can rest and recharge

· A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools

· Travel industry professional perks and discounts

· An inclusive work environment where diversity is celebrated

Ready to join the journey? Apply now!

We’re dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about a role, but your experience doesn’t align perfectly, we still encourage you to apply.