Select Headhunter is working on behalf of a well-established global organization to find a capable and motivated individual to lead their ticketing operations. This role is ideal for someone with strong leadership abilities, a sharp eye for detail, and a passion for delivering exceptional service in a dynamic, client-facing environment.
Job Responsibilities
Lead and coach a team of ticketing professionals, conducting regular performance reviews and providing actionable feedback.
Oversee the accuracy and timeliness of ticket processing to ensure high service quality and compliance with company standards.
Analyze operational data and produce reports for internal and external stakeholders, highlighting trends and performance insights.
Act as the main point of contact for clients, resolving issues and maintaining a high level of satisfaction.
Conduct team appraisals and deliver targeted coaching to elevate team performance.
Apply strong leadership, communication, and problem-solving skills to streamline processes and enhance overall team effectiveness.
Job Requirements
Minimum of 2 years of experience as a team lead in ticketing operations.
Hands-on experience with both ticketing and refund functions in GDS systems.
Educational background from an overseas institution is preferred.
Proven track record of working directly with overseas clients or in a business process outsourcing (BPO) environment.
Strong interpersonal and communication skills, with the ability to manage both team dynamics and client expectations.
Analytical mindset with the ability to extract insights from data and drive process improvements.