Team Leader - Operations
Pune, Maharashtra, India
4d ago

At Fareportal, we create the technology that is driving innovation in the travel industry - one of the world’s fastest-growing sectors.

Our employees are the core of our organization and together we’re revolutionizing the way people book travel.

Our portfolio of brands including CheapOair and OneTravel receive over 100 million visitors annually and drive over $4 billion in annual revenue.

In addition to competitive pay and benefits, generous time off, and frequent company-wide social events, Fareportal provides employees with an environment that nurtures diversity, creativity, and success.

Our open and Agile workspace gives our employees the time and space for collaboration, brainstorming, and research and development.

At Fareportal, you’ll be challenged, rewarded, and motivated to work effectively day in and day out.

We are seeking Team Leader - Operations who will be responsible for Revenue - Operations Service and core business commercial performance for a group of executives / sr.

executives. The incumbent on this role will have the ownership and accountability of the productivity, engagement, development and retention for group of executives / Sr. executives.

Key Responsibilities :

  • Managing Escalation calls for the team; including follow up with customers to make sure needs are being met.
  • Effectively converts customer escalations into business outputs.
  • The role holder is responsible to provide business with customer critical inputs for process improvement.
  • The role holder is accountable in driving compliance and closely monitoring any unethical practices, Digital Security and Zero data theft
  • Additionally the role holder needs ensue monthly quality scores, C-Sat & D-Sat Analysis
  • Understand organisation vision and goals on revenue.
  • Should communicate monthly goal sheet and share daily targets for key commercial parameters
  • Role incumbent has to drive multi KPI interface which include Overall revenue, Cross Sell, Conversion etc.
  • Should be able to manage and deliver on zero revenue leakage and help team understand and operate at maximum margins on calls to ensure revenue targets are achieved
  • Works closely with ER to execute disciplinary actions like CAP, PIP etc.
  • Role incumbent collaborates with AM and L&D team to build a robust support plan to retain top talent.
  • Conducts timely team meets and huddles to facilitate engagement activities and address team issues.
  • Ensures skips are conducted with agents for SME / TL and close loop the feedback received.
  • Facilitate attrition prediction and employee retention
  • Managing Productivity and Performance
  • Conduct monthly one on one with team and ensure target setting is done
  • Monitor & evaluate team performance through periodic training, feedback and coaching
  • Ensure follow up review is completed for all initiated activities
  • Conduct periodic performance check ins and Appraisals to align employees on their annual goals
  • Conducts regular call audits via Verint / CISCO.
  • Does real time monitoring and manages efficiencies by managing schedule adherence.
  • Regularly monitors employee absenteeism and other areas like transport to reduce revenue leakage.
  • Requirements :

  • Should have good knowledge and application of MS Office suite.
  • Hands on experience and usage of MS Excel, MS Power point and MS Word Travel Industry
  • Good knowledge of travel agency operation, that provides travel and tourism related services to the public on behalf of suppliers such as activities, airlines,car rentals, hotels, travel insurance, and package tours.
  • Basic knowledge of how to prepare a travel itinerary
  • Basic knowledge and awareness of geographical locations, airport codes and
  • countries.
  • Basic knowledge of global distribution system (GDS), a computerised network and how it works
  • Understanding of how GDS enables transactions between travel industry service providers, mainly airlines, hotels and car rental companies and travel agencies.
  • Awareness of central reservation systems (CRS), like Amadeus, Sabre etc.
  • Basic knowledge of how CRS operates to book & sell tickets for multiple
  • airlines
  • Bachelors in any field (Essential)
  • Travel Certification (Desirable)
  • Travel related 4 years

    Managerial Experience 2 years

    What we offer :

  • Plenty of vacation time
  • Free transportation
  • Complimentary meals
  • Team building activities
  • Fun team outings
  • Unlimited coffee
  • Apply
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