Operations Team Lead

5 days ago

Quezon City, National Capital Region, Philippines WNS Full time ₱1,200,000 - ₱2,400,000 per year

Job Summary:

We are looking for a highly skilled Operations Team Lead to manage a team supporting a leading corporate travel management company. The ideal candidate possesses in-depth expertise in travel product knowledge, particularly in flights, hotels, and car rentals, and demonstrates advanced GDS skills, including proficiency in cryptic formats. This role requires exceptional leadership, process management, and a commitment to delivering high-quality service.

Qualifications:

  • Able to
    work onsite
    at our Bridgetowne, Quezon City
  • 5+ years of experience in the travel industry
    , with
    3-4 year
    s in a
    team lead or supervisory role
    .
  • Strong product knowledge in handling
    Corporate Travel Account.
  • Proficient in GDS systems
    (Amadeus, Sabre, Galileo, etc.)
  • Knowledge of
    travel regulations, industry standards, and customer service
    best practices.
  • Proven ability to
    lead teams
    ,
    manage performance
    , and
    conduct training sessions
    .

Job Description:

  • Lead and manage a team of travel operations specialists handling customer queries and bookings for Flights, Hotels, and Car Rentals.
  • Oversee team performance, productivity, and quality metrics, ensuring adherence to SLAs, KPIs, and the client's service delivery standards.
  • Provide coaching, training, and performance feedback to team members to maintain productivity and service quality.
  • Provide expert-level support across Flights, Hotels, and Car Rentals, ensuring policy compliance, fare accuracy, and customer satisfaction.
  • Handle escalated customer issues and complex booking scenarios with accuracy and efficiency.
  • Act as the product knowledge SME, maintaining up-to-date insights on airline policies, hotel programs, car rental agreements, and loyalty programs.
  • Collaborate with other departments to implement process enhancements and client-specific SOPs.

Additional Qualification:

  • Excellent communication, problem-solving, and interpersonal skills.
  • Willing to work on rotational shifts

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