Team Leader/AM Travel operations

Urgently required Team Leader/AM – Travel operations for Gurgaon location as per the JD below:
Key Responsibilities
· Responsible to handle 20 agents.
· Travel Industry experience with GDS AMADEUS knowledge is must
· Process inbound international voice customer care process.
· Team Lead needs to monitor calls and provide regular coaching and mentoring to agents and track low performers in team.
· Team Lead may be required to be a part of Client Calls Agent Focus Group Discussions.
· Team Lead has to download and maintain CMS reports related to team staffing, AHT track aux adherence and ensure discipline is maintained in team.
· Team Lead has to conduct and manage appraisal discussions (PMS) with agents.
· Quality/AHT/CSAT Metrics Ensure timely download of process updates/product guidelines.
· Manage Attrition and plan career mapping for agents
Desired Skills & Experience
· Education qualification: Graduate in any discipline/Under graduates/Dropout.
· Excellent Communication skills.
· Experience of international voice process of an international Travel BPO.
· Knowledge of world map & geography will be preferred.
· Have prior experience in UK/US Travel Sales.
· Have passion for Sales & high on Energy level.
· Be enthusiastic & have zeal to perform.
· Be flexible to work in 24*7*365 days working environment.