Team Manager - Travel

About the role

As a Team Manager for a global travel account, you will lead a group of customer service professionals, ensuring high‑quality support and meeting performance targets. You will combine data‑driven decision‑making with strong people‑management to drive continuous improvement.

Key responsibilities

• Lead the team to achieve and exceed KPIs such as CSAT, AHT, SLA, quality and productivity.
• Provide regular coaching, feedback and performance improvement plans to develop talent.
• Analyze reports, identify trends and implement data‑driven strategies to deliver business results.
• Build and maintain strong client and stakeholder relationships, aligning with expectations.
• Manage daily operations, including queue and workflow management, and ensure operational excellence.
• Conduct root‑cause analysis and implement corrective actions.
• Drive continuous‑improvement initiatives across the team.
• Oversee attendance, attrition and shrinkage targets.
• Foster a positive, engaging team culture.

Required profile

• 2–4 years of experience in a Team Leader/Manager role, preferably in a BPO or contact‑center environment.
• Experience with travel, hospitality or customer‑service accounts is an advantage.
• Strong understanding of contact‑center metrics and operations.
• Proven ability to lead teams and improve performance.
• Internal qualifications: at least 12 months tenure in current position, no disciplinary actions in the past six months, recent FY PDP score of 4 or 5.

Required skills

• Proficiency in Microsoft Excel, Word and PowerPoint.