Customer Service Team Lead

Job Title: Team Leader – Airline Customer Support (BPO)
Role Overview
Lead and manage day-to-day airline customer support operations across voice, email, and chat channels. Ensure SLA/KPI adherence, high service quality, and effective team performance while handling escalations related to bookings, ticketing, refunds, and schedule changes using Amadeus GDS.
Key Responsibilities
Oversee daily operations of airline support processes (voice/email/chat).
Monitor SLAs, KPIs, productivity, and quality metrics in real time.
Handle escalations related to booking, ticketing, reissues, refunds, and cancellations.
Lead, coach, and manage a team of Customer Service Executives.
Conduct team huddles, performance reviews, and coaching sessions.
Identify training needs and coordinate with Quality/Training teams.
Ensure correct usage of Amadeus GDS for reservations and ticketing tasks.
Maintain compliance with airline fare rules, policies, and SOPs.
Review quality re...