Job Summary
We are looking for Team Leader Operations with expertise in airline ticketing, air fulfilment, exchanges, refunds, and post-ticketing operations. The ideal candidate should have hands-on experience with Amadeus (Mandatory) & Galileo (Would be an add-on), strong knowledge of fare rules, BSP/ARC processes, and with exposure in end-to-end booking fulfilment accurately and efficiently.
- Number Of Positions- 02
- LOB- Back office AFF (Air Fulfilment)
- Experience- Min. 2 Years of Experience as TL in AFF Backoffice
Minimum 4 to 5 years of experience in Customer Service process in a contact center.
- Location – Gurgaon Sec 32 (hiring radius 30 KM)
- CTC – Up to 8 LPA includes 10% performance linked variable
- Transportation Allowance- Shuttles
- 5 Days working with 10Hrs shift
- IATA Preferred though not mandatory but working knowledge of Travel systems preferred.
- Education- Graduate
Key Responsibilities
- Should be clocking minimum 12 hours in a week of talk time with customers 2 hours of login / week (this could be escalations inbound or follow up calls with a score of 4.5 minimum. Non FCR Case Scrubs,24 hours closure, breach, Repeat callers, high hold time, Long AHT calls, Transfer analysis, Agent error analysis and Feedback to the consultants)
- Coordinating with different departments to resolve the escalation cases via Call, Email, Chat and Social Media and Forums
- Recognizing and reporting any bug to the tech team and logging the same in Tech Support for the closure.
- Identify, develop, and drive plans to ensure the outsourced partner is meeting meet the agreed targets (e.g. – Csat, AHT, Case SLA, FCR, Call-back Adherence etc.).
- Follow up with the technology/NOC team for resolving pending bugs/PRM.
- Willing to work in rotational shifts with rotational week Offs.
- Ensuring optimum utilization of agents with reference to their productivity and efficiency.
- Coordinating with the training and quality team for the individual’s performance improvement.
- Participating in internal & external calibration sessions with Quality/Operation
- Supervise and work closely with the LOB team to monitor performance and resolve operational issues.
- Agent performance dashboards for multiple levels
- Apply performance management strategies – action plans, BQ planning
- CRM systems like Salesforce, Microsoft Dynamic etc.
Sound GDS Knowledge of :-
- Air Fulfilment & Ticketing
- Process airline ticket issuance, reissuance, revalidation, exchanges, cancellations, and refunds on GDS (Amadeus).
- Handle post-booking servicing requests for domestic and international itineraries.
- Process full and partial ticket exchanges in accordance with airline fare rules.
- Ensure accurate application of mandatory and optional ticketing elements.
- Refunds & Changes Management
- Process BSP and GDS refund requests on Amadeus
- Handle voluntary and involuntary changes, including schedule changes and IRROPS.
- Calculate applicable penalties, taxes, and refunds as per airline policies.
- Support amendment, cancellation, and rebooking requests.
- GDS & PNR Management
- Create and manage PNRs and itineraries for single and multiple passengers/sectors.
- Modify simple and complex itineraries.
- Retrieve and validate PNRs, ticket numbers, airline codes, and airport codes.
- Review PNR history and process purged PNR requests.
- Perform ticket retrieval, reissue, and revalidation transactions using GDS commands.
- BSP/ARC & Compliance
- Demonstrate a strong understanding of ARC and BSP processes.
- Handle ADM, ACM, BSP transactions, and Refund Application (RA) processes.
- Interpret and apply fare rules and ticketing regulations accurately.
- Ensure compliance with airline and industry standards.
- Ancillary & NDC Operations
- Issue EMDs for ancillary services.
- Process NDC and LCC booking changes and cancellations through SPRK and Travel Fusion.
- Flown Fare Calculation / Tax Calculation for partial Refund
- ADM/ACM clear conceptual Knowledge
- EMD – RFIC/RFISC – Read Few related codes for Baggage and exchange penalty EMD
Required Skills
- Communication Skills
- Strong written and spoken English communication skills.
- Good understanding of grammar, spelling, punctuation, and written communication.
- Ability to clear assessments covering grammar, spelling, punctuation, passage reconstruction, and essay writing.
- Versant Score of 4 or above preferred.
Strong knowledge of:
- Fare Rules
- Refund Calculations
- Tax Categories
- BSP & ARC Processes
- ADM/ACM Handling
- Reissues & Revalidations
- Ticket Exchanges and Refunds
- PNR Management
- Schedule Changes and IRROPS
Ability to:
- Create and modify PNRs for single/multiple passengers and sectors.
- Modify simple and complex itineraries.
- Perform ticket revalidation and reissuance.
- Retrieve ticket and booking information using GDS commands.