Verified Job
IT / Software / Data Analyst
Operation Team Lead
IT / Software / Data Analyst
#48138
Remote / WFH
Atain
Job Description
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 24x7 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
Job Details:
• Process: Voice
• Shift: 24x7 (Rotational)
• Working Hours: * hours (including 1-hour break)
• Working Days: 5 days/week
• Work Mode: Work from Office
Benefits:
• Rewards & Recognition (Awards & Incentives)
• Career Growth Opportunities
Only those candidates can apply who:
• have minimum 2 years of experience
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 24x7 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
Job Details:
• Process: Voice
• Shift: 24x7 (Rotational)
• Working Hours: * hours (including 1-hour break)
• Working Days: 5 days/week
• Work Mode: Work from Office
Benefits:
• Rewards & Recognition (Awards & Incentives)
• Career Growth Opportunities
Only those candidates can apply who:
• have minimum 2 years of experience
