Customer Contact Team Lead- Aviation, Mumbai

Job Title: Customer Contact Team Lead

Location: Mumbai
Experience: 5+ Years
Employment Type: Full-Time

Job Summary:
We are seeking an experienced Customer Contact Team Lead to lead a team of Customer Care Advisors, ensuring exceptional customer service, operational excellence, and achievement of sales and service KPIs. The ideal candidate will have strong leadership, people management, and customer service experience.

Key Responsibilities:

• Lead and manage a team of Customer Care Advisors to achieve service and productivity targets.


• Monitor team performance through quality checks, coaching, and regular feedback.


• Handle customer escalations and resolve complex reservations and ticketing issues.


• Prepare operational reports and support process improvement initiatives.


• Conduct performance reviews, training, and team development activities.


• Collaborate with internal stakeholders to enhance customer experience and operational efficiency.

Requirements:

• Graduate with 5+ years of experience in customer service or contact center operations.


• Proven experience in team leadership and people management.


• Strong communication, problem-solving, and stakeholder management skills.


• Knowledge of reservation systems (Altea preferred) is an advantage.


• Willingness to work rotational shifts, including weekends and nights.