Team Lead (Travel process)

TP · India

Job Title: Team Lead - Travel Process

Location: Thane, Maharashtra

Shift: Rotational Shifts (Including Night Shifts)

Experience: 4-8 Years in Travel Operations

Job Summary

We are seeking an experienced and dynamic Team Lead - Travel Process to manage and lead a team of travel consultants. The ideal candidate should possess strong leadership skills, hands-on experience in travel operations, and sound knowledge of GDS platforms such as Amadeus and Galileo . The role requires managing daily operations, ensuring service excellence, driving team performance, and supporting business objectives.

Key Responsibilities

• Lead, mentor, and motivate a team of travel consultants to achieve operational and performance targets.
• Monitor daily workflow and ensure timely handling of customer travel requests.
• Manage escalations and resolve complex travel-related issues.
• Ensure adherence to quality standards, SLAs, and company policies.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Prepare and analyze operational reports, productivity metrics, and quality scores.
• Coordinate with internal stakeholders and clients to ensure seamless service delivery.
• Support hiring, onboarding, and training initiatives for new team members.
• Drive continuous process improvements and operational efficiencies.
• Ensure 24x7 operational coverage through rotational shift management.

Required Skills & Qualifications

• Bachelor's degree in any discipline.
• 4+ years of experience in Travel Operations, with at least 1-2 years in a Team Lead or Supervisory role.
• Strong knowledge of GDS systems: Amadeus and Galileo (mandatory) .
• Experience in flight reservations, ticketing, reissues, refunds, and itinerary management.
• Excellent people management and team handling skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Effective verbal and written communication skills.
• Proficiency in Microsoft Excel and reporting tools.
• Ability to work in rotational shifts, including night shifts.

Preferred Skills

• Experience in international travel processes.
• Knowledge of airline fare rules and travel industry regulations.
• Exposure to quality management and process improvement initiatives.
• Client-facing experience in a BPO, Travel Management Company (TMC), or travel operations environment.

Key Competencies

• Leadership & Team Management
• Customer Focus
• Stakeholder Management
• Conflict Resolution
• Performance Management
• Process Improvement
• Decision Making
• Time Management

Note: Candidates must be comfortable working from the Thane location in rotational shifts, including night shifts, and should have hands-on expertise in both Amadeus and Galileo GDS systems .

Contact HR Rahat : 8108771884

rahatjan.khan@teleperformancedibs.com