Job Title: Team Lead – Travel Process
Location: Thane, Maharashtra
Shift: Rotational Shifts (Including Night Shifts)
Experience: 4-8 Years in Travel Operations
Job Summary
We are seeking an experienced and dynamic Team Lead – Travel Process to manage and lead a team of travel consultants. The ideal candidate should possess strong leadership skills, hands-on experience in travel operations, and sound knowledge of GDS platforms such as Amadeus and Galileo. The role requires managing daily operations, ensuring service excellence, driving team performance, and supporting business objectives.
Key Responsibilities
- Lead, mentor, and motivate a team of travel consultants to achieve operational and performance targets.
- Monitor daily workflow and ensure timely handling of customer travel requests.
- Manage escalations and resolve complex travel-related issues.
- Ensure adherence to quality standards, SLAs, and company policies.
- Conduct regular team meetings, coaching sessions, and performance reviews.
- Prepare and analyze operational reports, productivity metrics, and quality scores.
- Coordinate with internal stakeholders and clients to ensure seamless service delivery.
- Support hiring, onboarding, and training initiatives for new team members.
- Drive continuous process improvements and operational efficiencies.
- Ensure 24×7 operational coverage through rotational shift management.
Required Skills & Qualifications
- Bachelor’s degree in any discipline.
- 4+ years of experience in Travel Operations, with at least 1-2 years in a Team Lead or Supervisory role.
- Strong knowledge of GDS systems: Amadeus and Galileo (mandatory).
- Experience in flight reservations, ticketing, reissues, refunds, and itinerary management.
- Excellent people management and team handling skills.
- Strong analytical, problem-solving, and decision-making abilities.
- Effective verbal and written communication skills.
- Proficiency in Microsoft Excel and reporting tools.
- Ability to work in rotational shifts, including night shifts.
Preferred Skills
- Experience in international travel processes.
- Knowledge of airline fare rules and travel industry regulations.
- Exposure to quality management and process improvement initiatives.
- Client-facing experience in a BPO, Travel Management Company (TMC), or travel operations environment.
Key Competencies
- Leadership & Team Management
- Customer Focus
- Stakeholder Management
- Conflict Resolution
- Performance Management
- Process Improvement
- Decision Making
- Time Management
Note: Candidates must be comfortable working from the Thane location in rotational shifts, including night shifts, and should have hands-on expertise in both Amadeus and Galileo GDS systems.
Contact HR Rahat :
