Call Center Team Leader / Manager ( India & UAE Market )

About the Role

Brightsun Travel is looking for an experienced Call Center Team Leader / Manager to manage our customer service and call center operations for the India and UAE markets.

The ideal candidate should have strong experience in international voice processes, customer service, travel/airline operations and team management. The role will be responsible for managing the team, monitoring performance, handling escalations and ensuring excellent customer experience.

Key Responsibilities

Team Management

• Lead and manage a team of Call Center / Customer Service Executives.
• Allocate daily work and monitor team productivity.
• Track attendance, performance, quality and adherence.
• Coach and train team members to improve performance.
• Conduct regular performance reviews and provide feedback.
• Motivate the team to achieve operational and customer service targets.

Customer Service & Call Handling

• Manage inbound and outbound customer calls for India and UAE markets.
• Ensure professional and timely handling of customer queries.
• Monitor call quality and customer interactions.
• Handle complex customer issues and escalations.
• Ensure proper resolution of complaints within defined TAT/SLA.
• Maintain high standards of customer satisfaction.

Travel / Airline Operations

• Oversee customer queries related to flight bookings, cancellations, changes, refunds and travel services.
• Guide the team on travel-related queries and booking issues.
• Coordinate with internal travel and operations teams for issue resolution.
• Ensure correct information is provided to customers regarding bookings and travel requirements.

Performance & Reporting

• Monitor AHT, SLA, TAT, productivity, quality and customer satisfaction.
• Prepare daily/weekly/monthly performance reports.
• Identify performance gaps and take corrective actions.
• Ensure adherence to company processes and quality standards.
• Work with management to improve call center processes and customer experience.

Escalation Management

• Act as the first point of escalation for difficult customer cases.
• Handle VIP/HNI and priority customer concerns when required.
• Coordinate with relevant departments for quick resolution.
• Ensure escalations are closed within agreed timelines.

Requirements

• 5-10+ years of experience in Call Center, Contact Center, Customer Service, BPO, Travel or Airline operations.
• 24+ years of Team Leader / Managerial experience preferred.
• Experience handling voice/international voice processes.
• Experience managing teams and monitoring performance.
• Strong communication and customer-handling skills.
• Experience handling India and/or UAE customers preferred.
• Travel, Airline, OTA or Tourism industry experience will be an advantage.
• Knowledge of flight bookings, cancellations, refunds and travel processes will be preferred.
• Strong understanding of SLA, TAT, AHT, quality and productivity metrics.
• Comfortable working in rotational shifts.

Preferred Candidate Profile

The ideal candidate should:

• Have strong experience managing a voice/call center team.
• Be confident handling customer escalations.
• Have excellent communication and people-management skills.
• Be target-oriented and comfortable working in a fast-paced environment.
• Have experience with international customers, particularly India and UAE markets.
• Have a strong focus on customer satisfaction and service quality.
• Be capable of managing multiple priorities and supporting the team during high-volume periods.

Contact-Srishti Thakur(HR)

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