Team Leader Operations

We are currently hiring for an exciting opportunity with IGT Solutions Pvt. Ltd. , a leading IT and BPM services provider focused on the Travel, Transportation, and Hospitality domain. Below are the details of the role and the company :

Company Overview :

IGT Solutions Pvt. Ltd. offers integrated IT-BPM services including Application Development and Maintenance, Mobility, Testing, Analytics, Contact Center Services, Back Office Services, and Consulting Services for global travel industry leaders. With 10,000+ travel industry experts, 15 delivery centers, and a global footprint, IGT is committed to delivering innovation, quality, and cost savings.

Equal Opportunity Employer :

IGT Solutions is proud to be an equal opportunity employer, committed to fostering an inclusive and non-discriminatory work environment.

Job Title : Team Leader – Airlines Process (Domestic)

Location : Bhopal

Shifts : Rotational (24x7 environment)

Key Responsibilities :

Lead and manage a team of 15–20 members.

Drive team performance across productivity, quality, shrinkage, and attrition.

Provide regular coaching and support to team members.

Review and recommend improvements to processes to enhance performance and CSAT.

Identify training needs and address process gaps.

Monitor performance and conduct weekly coaching sessions.

Handle floor support and escalations.

Ensure achievement of individual contributor (IC) targets.

Maintain AHT levels as per targets across tenure buckets.

Utilize basic computer skills, especially MS Excel.

Requirements :

Prior experience in handling international processes.

Experience in team management and supervision.

Excellent verbal and written communication skills in English.

Strong organizational and analytical abilities.

Flexible to work in a 24x7 environment.