Key Responsibilities:

• Lead and coach a team of ticketing personnel, conducting performance reviews and providing feedback for continuous improvement.
• Ensure efficient and accurate ticket processing, maintaining high service standards.
• Analyze data and generate reports for senior management and clients, presenting key insights.
• Serve as the primary client contact, addressing concerns and ensuring satisfaction.
• Conduct team appraisals, offering coaching to enhance performance.
• Apply strong leadership, communication, and analytical skills to drive team success and process improvements.

Qualifications:

• Minimum of 2 y
• Experience with both ticketing and refund GDS systems.
• Educational background from overseas institutions.
• Proven experience working directly with overseas clients or in a BPO environment.