Travel Team Lead – US PPC Process
Company: Assistara Global Service Ltd.
Location: Sector 136, Noida, Uttar Pradesh
Experience: Minimum 6 Years
Process: US PPC / Travel Process
Employment Type: Full-time
Shift: US Shifts / Night Shift
About Assistara Global Service Ltd.
Assistara Global Service Ltd. is looking for an experienced and dynamic Travel Team Lead to join our operations team in Sector 136, Noida. The ideal candidate will have strong hands-on experience in the US Travel/PPC process, proven team-handling capabilities, and the ability to drive operational excellence in a fast-paced customer service environment.
This is an excellent opportunity for an experienced travel-process professional who is ready to take ownership of team performance, customer experience, quality, productivity, and overall process delivery.
Job Summary
As a Travel Team Lead – US PPC Process, you will be responsible for managing and mentoring a team of travel professionals handling US-based customers. You will oversee day-to-day operations, ensure adherence to process and quality standards, monitor key performance indicators, and work closely with management to achieve business objectives.
The successful candidate should possess strong knowledge of the US travel industry, excellent communication skills, leadership capabilities, and a customer-first approach.
Key Responsibilities
- Lead, manage, coach, and motivate a team handling the US Travel/PPC process.
- Ensure achievement of daily, weekly, and monthly productivity, quality, conversion, and revenue targets.
- Monitor team performance through relevant KPIs and provide regular feedback and coaching.
- Handle escalations professionally and ensure timely resolution of customer and operational issues.
- Ensure adherence to company policies, process guidelines, compliance requirements, and quality standards.
- Conduct regular performance reviews, coaching sessions, and team briefings.
- Identify performance gaps and implement effective action plans for improvement.
- Monitor calls, chats, emails, and other customer interactions to ensure service quality.
- Work closely with Quality, Training, Workforce Management, and Operations teams to improve overall performance.
- Analyze operational reports and identify trends, challenges, and opportunities for improvement.
- Maintain high standards of customer satisfaction and ensure a positive customer experience.
- Support new-hire onboarding, training, nesting, and transition activities when required.
- Ensure team adherence to attendance, schedule, productivity, and organizational discipline.
- Prepare and present performance reports and operational updates to management.
- Drive employee engagement, motivation, retention, and a strong performance-oriented culture.
- Stay updated with US travel processes, industry practices, customer expectations, and business requirements.
Required Qualifications & Experience
- Minimum 6 years of overall experience in the travel/BPO industry.
- Proven experience specifically in the US Travel / PPC process.
- Prior experience as a Team Lead / Team Leader / Assistant Manager in a travel or BPO environment is preferred.
- Strong understanding of the US travel process, airline/hotel reservations, itinerary management, customer handling, and travel-related sales/support operations.
- Demonstrated experience in handling and managing a team effectively.
- Strong knowledge of operational KPIs such as AHT, CSAT, Quality, Productivity, Conversion, Revenue, Attendance, and SLA.
- Excellent verbal and written communication skills in English.
- Strong analytical, problem-solving, and decision-making abilities.
- Ability to work effectively under pressure and manage multiple priorities.
- Comfortable working in US/night shifts.
- Proficiency in MS Office, particularly Excel and PowerPoint.
Preferred Skills
- Strong leadership and people-management skills.
- Excellent negotiation and conflict-resolution abilities.
- Customer-centric approach with strong business acumen.
- Ability to motivate teams and improve individual and collective performance.
- Strong reporting and presentation skills.
- Experience working with performance dashboards and operational metrics.
- Ability to identify process gaps and recommend practical improvements.
- Strong ownership, accountability, and attention to detail.
What We Are Looking For
We are looking for a hands-on and result-oriented leader who can take ownership of team performance and consistently deliver against business targets.
If you are an experienced US Travel/PPC professional with 6+ years of experience, have successfully managed teams, and are looking for an opportunity to grow with a performance-driven organization, we would like to hear from you.
Why Join Assistara Global Service Ltd.?
- Opportunity to work with a growing and performance-driven organization.
- Leadership role with significant operational responsibility.
- Career growth and internal development opportunities.
- Professional and collaborative work environment.
- Opportunity to lead and develop a talented travel-process team.
- Exposure to US-based travel operations and customers.
Pay: ₹95,000.00 - ₹125,000.00 per month
Benefits:
- Food provided
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
