Customer Service Team Lead

Job Description

• Manage and oversee daily operations for airline customer support processes (voice, email, and chat).
• Ensure adherence to SLAs, KPIs, quality standards, and productivity benchmarks.
• Monitor real-time performance and take corrective actions to meet operational targets.
• Handle escalations related to bookings, ticketing, reissues, refunds, cancellations, and schedule changes.
• Lead, motivate, and manage a team of Customer Service Executives.
• Conduct regular team huddles, performance reviews, coaching sessions, and feedback discussions.
• Identify training needs and coordinate with training/quality teams to bridge skill gaps.
• Drive a culture of accountability, customer focus, and continuous improvement.
• Ensure accurate usage of Amadeus GDS for reservations, ticketing, exchanges, and ancillary services.
• Maintain high levels of compliance with airline policies, fare rules, and SOPs.
• Analyze quality reports, call audits, and CSAT scores to improve service delivery.
• Support process improvements and participate in client audits or reviews.
• Prepare and present daily/weekly/monthly operational reports.

Job Requirements

• Must be SPM passed
• Minimum 36 years of experience in a BPO environment handling airline processes
• At least 12 years of experience as a Team Leader / SME / Acting TL
• Strong hands-on experience with Amadeus GDS (mandatory)
• Proficient in Amadeus (PNR creation, ticketing, reissue, refunds, etc.)
• Good understanding of airline fare rules, schedules, and aviation terminology
• Working knowledge of MS Excel, reporting tools, and call monitoring systems
• Strong people management and coaching skills
• Excellent communication (verbal & written)
• Ability to work under pressure in a 24/7 BPO environment
• Strong problem-solving and decision-making abilities
• Customer-centric mindset