Team Lead of the support service (Avia)

Requirements:

Knowledge of the processes of booking, exchanging and refunding air tickets
Practical experience working with GDS and NDC systems
Understanding the principles of global distribution systems and direct airline connections.

Responsibilities:

Ensure the fulfillment of target SLAs and manage workload in real time, redistributing resources between employees and channels in a timely manner.;
Organize effective team work: set goals, provide regular feedback, develop employees, maintain engagement and work discipline;
Act as an escalation point for complex, critical and non-standard client situations, ensuring timely decision-making;
Monitor the quality of service, analyze the causes of errors and implement measures to prevent them.;
Identify systemic problems in processes, CRM and product, initiate improvements and participate in the implementation of changes;
Interact with product, technical, and related teams, ensuring a transparent escalation and incident management process.;
Analyze team performance, identify risks to SLA, and proactively propose solutions to improve support performance.;
Participate in resource planning, the adaptation of new employees and the formation of a team, ensuring its staffing and sustainability;
Develop a culture of responsibility, collaboration, and continuous improvement within the team.

What will you get by joining us?:

The development of the company and its ability to compete in today's market is a priority for us.:
Do you want to take a course or attend a specialized conference? The company provides training and supports you at every stage of development.
Corporate conditions for fitness, language courses (English and Kazakh right in the work schedule and a discount on psychological support through Sezim — because mental health is important)
Discounts and special offers in partner restaurants.