Team Leader - Operations || International Travel Process

Key Deliverables:

• Lead a team of 15–20 agents to meet productivity, quality, shrinkage, and attrition targets
• Analyze team performance and ensure adherence to SLAs and customer satisfaction goals
• Provide coaching, training, and feedback to team members
• Handle live escalations and floor support in a 24/7 environment

Role Responsibilities:

• Drive performance metrics including IC targets and AHT across tenure buckets
• Recommend and implement process improvements to enhance efficiency
• Conduct regular TNAs to bridge knowledge or skill gaps
• Prepare and analyze performance reports to identify improvement areas