Team Leader - Travel & Concierge Experiences

About the role

We are looking for a dynamic Team Leader to oversee our Travel & Concierge Experiences unit. In this role you will drive operational excellence, ensure high‑quality customer interactions and lead a team of Travel Consultants delivering end‑to‑end support for cardholder travel needs.

Key responsibilities

• Own team performance against SLAs, productivity, quality and customer satisfaction targets.
• Manage case volumes (invoices, refunds, receipts, transfers, ticketing, reissues) ensuring accuracy and timely completion.
• Identify performance gaps, implement corrective actions and drive continuous improvement.
• Maintain seamless day‑to‑day operations across multiple channels in a multi‑queue environment.
• Act as first escalation point for complex cases and build strong stakeholder relationships.
• Lead, coach and develop Travel Consultants through structured 1:1 sessions and performance management.
• Drive a high‑performance culture, manage attendance, engagement and retention.
• Support hiring, onboarding and capability development.
• Lead process and system improvements, champion new tools, workflows and business initiatives.

Required profile

• Minimum 3–5 years experience in BPO/contact‑center operations or 3 years in travel, with at least 2 years in a leadership role.
• College‑level education.
• Proven ability to manage team performance and deliver against operational KPIs.
• Strong coaching, performance‑management and stakeholder‑management skills.
• Excellent communication, analytical, problem‑solving and decision‑making capabilities.
• Ability to thrive in a fast‑paced, high‑volume, multi‑channel environment.
• Willingness to work weekends and overtime as required.

Required skills