Team Leader - Operations-United at IGT Solutions in India, IN

Attain seeks an experienced Team Leader for our United-Airlines & Hospitality department. The Team Leader - Operations-United will oversee and manage a team, ensuring efficient chat process management and driving AHT improvements.

As the Team Leader - Operations-United, you will play a crucial role in our Airlines & Hospitality department. Your primary responsibility will be to lead and motivate a team of professionals, ensuring the smooth operation of our chat-based customer support processes. You will be responsible for driving improvements in Average Handle Time (AHT) and overall team performance. This role requires strong leadership skills, a deep understanding of chat process management, and the ability to mentor and develop team members.

Responsibilities

• Lead and manage a team of customer support representatives, ensuring efficient and effective chat-based support.
• Monitor and analyze team performance, identifying areas for improvement and implementing strategies to enhance productivity.
• Drive initiatives to reduce Average Handle Time (AHT) and improve first call resolution rates.
• Provide regular performance feedback to team members, offering guidance and support for skill development.
• Collaborate with other department leads to align processes and ensure a seamless customer experience.
• Stay updated with industry trends and best practices in chat process management.
• Conduct regular team meetings to discuss performance, set goals, and address any concerns or challenges.
• Ensure compliance with company policies and procedures, maintaining a high standard of customer service.
• Handle escalations and complex customer inquiries, providing timely and accurate resolutions.
• Foster a positive and collaborative team environment, promoting a culture of continuous improvement.

Qualifications

• Minimum 3 years of experience in team leadership or management, preferably in a customer support or operations role.
• Proven track record in managing and motivating teams, with a focus on performance improvement.
• Excellent knowledge of chat process management and strategies to optimize AHT.
• Strong leadership and communication skills, with the ability to inspire and guide team members.
• Analytical mindset with experience in data analysis and performance reporting.
• Ability to work independently and make informed decisions while collaborating with cross-functional teams.
• Proficiency in using customer support tools and technologies, including chat platforms.
• Excellent problem-solving skills and a customer-centric approach.
• Flexibility to adapt to changing priorities and a fast-paced work environment.
• Strong organizational skills and attention to detail.