Kerja Sepenuh Masa Travel Operations Team Leader, Gaji tinggi MYR 6,000 di Mindpec Solutions Selangor - Maukerja

We are looking for an experienced Travel Operations Team Leader to oversee daily contact centre operations and lead a team supporting travel-related services.

The ideal candidate should have at least 5 years of experience in the travel, airline, OTA or contact centre industry, with hands-on experience using at least one Global Distribution System (GDS), such as Amadeus, Sabre or Travelport.

Candidates with strong travel operations knowledge, people management capabilities and experience handling customer escalations are encouraged to apply.

Key Responsibilities

• Lead and manage daily travel operations and contact centre activities.
• Monitor team productivity, service quality, attendance and operational performance.
• Track and achieve team KPIs and Service Level Agreements (SLAs).
• Coach, mentor and develop team members to improve individual and overall team performance.
• Handle customer complaints, complex enquiries and escalations.
• Monitor operational reports, workforce planning and daily performance metrics.
• Ensure smooth coordination between internal teams and relevant stakeholders.
• Support continuous improvement initiatives to enhance operational efficiency and customer satisfaction.
• Ensure compliance with operational procedures and service standards.

Job Requirements

• Minimum 5 years of experience in travel, airline, OTA (Online Travel Agency), travel BPO or contact centre operations.
• Previous experience as a Team Leader, Supervisor or in a similar people management role.
• Hands-on GDS experience with at least ONE of the following systems is mandatory: Amadeus, Sabre or Travelport
• Strong understanding of travel reservations and airline operations.
• Experience managing team productivity, performance, quality and attendance.
• Proven ability to coach, mentor and manage team members.
• Good knowledge of KPI monitoring, SLA management and operational reporting.
• Strong communication, leadership and stakeholder management skills.
• Good command of English, both spoken and written.
• Willing to work onsite in Ara Damansara.
• Comfortable working rotational shifts in a 24/7 operational environment, including weekends and public holidays.

Preferred Experience

• Previous experience handling Canadian or North American customers.
• Knowledge of airline fare construction, ticketing, ticket reissuance and refund processes.
• Strong Microsoft Excel and reporting skills.
• Experience in airline customer service, reservations, ticketing operations, travel BPO or OTA environments.

How to Apply

Interested candidates who meet the requirements are encouraged to submit their updated CV for consideration.

Pay: Up to RM6,000.00 per month

Benefits:

• Health insurance
• Maternity leave
• Opportunities for promotion
• Professional development

Work Location: In person