Lead, coach, and develop a team of Travel Consultants.
Monitor team performance, quality, productivity, and Customer Experience metrics.
Review customer interactions and bookings to ensure high service standards.
Handle escalations and provide operational support when needed.
Identify performance and process gaps and drive continuous improvement.
Partner with cross-functional teams to improve processes and service delivery.
Support recruitment, onboarding, and performance management.
Requirements: - 7+ years of experience in the travel industry.
- 5+ years of leadership experience in a TMC or travel contact-center environment, including 3+ years managing travel consultants and/or team leads.
- Advanced knowledge of Sabre and/or Amadeus GDS, with strong understanding of online and offline travel operations.
- Experience with CRM and customer-service platforms such as salesforce, Zendesk, or similar tools.
- Strong people leadership skills, with a proven track record of coaching, motivating, and developing team members.
- Customer-centric, data -driven, and results-oriented mindset.
- Strong communication, organizational, and problem-solving skills.
- Ability to collaborate effectively across teams and regions and adapt to a fast-paced environment.
This position is open to all candidates.
