Operations Team Lead

  • Gurugram
  • Igt Solutions
Requirement:

Must have handled a team size of at least 15-20 FTEs Must have experience of corporate travel Collaborate with internal & external stakeholders for providing real time feedback Responsible for resolving team concerns with weekly & monthly connects Responsible for maintaining the team quality & accuracy within the process Responsible for team performance, Training & support required to enhance the overall performance Responsible for maintaining adequate staffing in accordance to forecast to avoid SL & Interval misses Ensure process KPIs must closed within the defined SLA shared by client Must be aware on Attrition & shrinkage calculation plus factors affects them Awareness on calculating Occupancy, Utilization, EST & ST Prior working experience on at-least one GDS-Sabre/Amadeus is mandate Must have Knowledge of PNR creation, OSI/SSR Request update, Pricing, Ticket Issuance/re-issuance, Ticket Cancellation/Partial ticket cancellation, Divide PNR, Full & Partial Refunds etc. on GDS Must have in-depth knowledge of ticketing & fares calculation Deep understanding of fare rules, Refundable/Non-Refundable Taxes & Full plus partial exchanges Well versed with nature of ADMs & Drivers Must have working with any of AMER/APAC/EMEA Markets Good International Destination/geographical knowledge Deep knowledge of international Travel products, Airfares, itineraries, Routing & Airline Comfortable in working under fast paced 24*7 environment from office only

Business Outcomes:

Responsible for timely completion of the metrics associated with SLA Prioritize & efficiently fulfill indirect customer requests Offer relevant Platinum value added propositions using detailed knowledge of client’s choices Provide relevant travel related recommendations/suggestions to internal teams for process improvement

Past experience: Minimum: 3 years of experience in Ticketing profile (1.5 Year as Team lead – On paper)

Interested candidate share the resume: swapnil.gupta@igtsolutions.com