CST (Flights) - Team Lead (Operations) - Travel
On-siteNoida, Uttar Pradesh, India
Job Summary
Supervise and mentor a team of 15 Customer Experience Specialists, conducting performance reviews, managing schedules, and fostering a collaborative environment. Monitor key metrics such as resolution time, customer satisfaction scores, and first call resolution to drive operational efficiency. Handle escalated customer issues across phone, email, chat, and social media channels while analyzing trends in complaints to improve service quality. Collaborate with product, engineering, and finance departments to resolve complex inquiries and implement process improvements. Prepare regular reports on team performance and utilize data to inform resource allocation and operational decisions.
Required Qualifications
- Bachelor's degree in a related field preferred
- Minimum of 3-4 years of experience in customer service
- Proven experience in managing and leading a team
- Excellent analytical and problem-solving skills
- Strong communication and interpersonal skills
- Ability to work in a fast-paced environment and manage multiple priorities
- Proficiency in using CRM software and other customer service tools
- Strong customer focus and a passion for delivering exceptional customer service
Desired Qualifications
- Good to have - travel industry background
- Knowledge of Microsoft Office (Excel, PowerPoint) and Google tools
- Familiarity with customer satisfaction metrics and measurement methodologies like Service level Adherence, Re-open rate, FRT, CSAT and Escalation rate
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