Operation Team lead Full Time NEW

Job Description: Team Leader Operations (Vacation Rental)

Role Overview

We are seeking a highly motivated and customer-focused Team Leader Operations with experience in within a contact center environment, preferably in the vacation rental, travel, or hospitality industry. The role involves managing a team of support associates who assist guests and property hosts, ensuring exceptional service delivery, operational efficiency, and a seamless booking experience through non-voice channels.

Key Responsibilities

• Lead, guide, and manage a team of handling guest and host queries related to bookings, cancellations, refunds, property listings, and policy clarifications
• Monitor team performance against key metrics such as Customer Satisfaction (CSAT), response time, resolution time, productivity, quality scores, and SLAs
• Ensure delivery of an excellent customer experience for both guests and property owners/hosts
• Conduct regular team huddles, coaching sessions, and performance reviews to drive continuous improvement
• Manage complex customer escalations, including booking disputes, refund issues, and service complaints with professionalism and empathy
• Analyze MIS reports, customer trends, and operational data to identify gaps and implement process improvements
• Ensure strict schedule adherence, shift management, and workforce discipline in a 24×7 operational environment
• Collaborate closely with Quality, Training, Product, and Operations teams to enhance service delivery and process efficiency
• Maintain up-to-date knowledge of vacation rental policies, platform guidelines, and compliance requirements
• Drive initiatives aimed at improving guest satisfaction, host retention, and service quality

Required Skills & Qualifications

• 26 years of experience in BPO/Contact Centre Operations, preferably in travel, hospitality, or vacation rental domains
• Minimum 1 year of experience as a Team Leader managing chat/email support teams
• Strong written communication skills (English) with a customer-centric approach
• Excellent analytical and problem-solving abilities
• Experience in handling escalations related to bookings, cancellations, or customer disputes
• Proficiency in MS Excel, reporting tools, and MIS analysis
• Ability to work in a fast-paced, dynamic, 24×7 environment
• Strong leadership, interpersonal, and team management skills

Preferred Competencies

• Familiarity with vacation rental platforms (Airbnb, Vrbo, Booking.com, etc.)
• Understanding of hospitality operations, reservation systems, and guest experience management
• Strong focus on customer experience and service excellence
• Ability to manage high-volume support operations during peak travel seasons
• High level of ownership, accountability, and adaptability

Key Outcomes

• Improved guest and host satisfaction scores (CSAT)
• Efficient handling of booking-related issues and escalations
• Consistent achievement of SLA and quality targets
• Enhanced team productivity and engagement

Job Details:

• Process: Voice
• Shift: 24×7 (Rotational)
• Working Hours: 9 hours (including 1-hour break)
• Working Days: 5 days/week
• Work Mode: Work from Office

Benefits:

• Rewards & Recognition (Awards & Incentives)
• Career Growth Opportunities

How to Apply:

Interested candidates can share their CV via WhatsApp: 7042379178

Contact Person: Swapnil