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 reports, call audits, and CSAT to improve performance.
- Prepare daily, weekly, and monthly operational reports.
- Support process improvements and client audits.
Key Requirements
- SPM passed.
- 36 years of BPO experience in airline processes.
- 12 years of experience as Team Leader / SME / Acting TL.
- Strong hands-on experience in Amadeus GDS (mandatory).
- Knowledge of airline fare rules, schedules, and aviation terminology.
- Good MS Excel and reporting skills.
- Strong people management, coaching, and communication skills.
- Ability to work in a 24/7 BPO environment.
- Strong problem-solving and customer-focused mindset.
