We are looking for a results-driven and experienced Team Leader to oversee a team of agents in our Travel Account. The successful candidate will be responsible for driving team performance, coaching, and managing daily operations to ensure high levels of customer satisfaction and operational excellence.

This is a great opportunity for leaders with a background in travel, telco, or even other industries such as retail, healthcare, financial services, or logistics, who are looking to transition into the travel BPO space.

• Supervise and lead a team of customer service representatives handling travel-related concerns.
• Monitor and manage team KPIs such as AHT, quality scores, attendance, and customer satisfaction.
• Provide coaching, feedback, and performance evaluations to drive agent development and growth.
• Handle escalations and ensure timely resolution of complex customer issues.
• Coordinate with internal departments to streamline processes and improve customer service delivery.
• Support operational initiatives and participate in process improvement efforts.
• Prepare reports and updates for leadership as needed.

• Minimum of 2 years experience as a Team Leader in a Travel Account or Telco (preferred)
• Open to candidates with 2+ years of supervisory experience in Retail, Healthcare, Finance, Logistics, or other related industries
• Strong leadership and people management skills
• Excellent communication and problem-solving abilities
• Proficient in performance management and reporting tools
• Willing to work onsite and on shifting schedules
• Must be able to start ASAP