Operation Team lead

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 ...