Team Leader Operations
Team Leader Operations
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
JOB RESPONSIBILTIES:
Coach and mentor a team of Travel Associates / Travel Consultants in all aspects of their individual and team performance.
Ensure team meets and exceed stipulated timelines and service level agreements.
Monitor cases and provide regular coaching and mentoring to agents and track low performers in team.
May be required to be a part of Client Calls Agent Focus Group Discussions.
Ensure that all compliance related to policy and procedures are adhered to by agents on calls.
Responsible for Staff Retention and performance appraisal
Handle escalated issues and difficult situations professionally and act as a resource to problem solve coach teach and empower agents to deal with difficult situations independently.
Maintain control of qualitative and quantitative productivity of team individuals.
Ensure team is aware of all updates and changes in policies/ procedures and processes.
Implement quality processes and procedures and assist in change management.
Identify and implement process improvement initiatives to support a seamless customer experience.
Reinforce the KPIs of the team being supervised and drive Continuous Improvement of the performance of the team (in particular Average Response Times and Post Per Hour) and assist in their effective delivery.
Review major incidents report on root causes and implement Actions Plans.
Take on administrative tasks essential to the teams needs e.g. time keeping HR and payroll escalations daily operations reports etc.
QUALIFICATIONS & SKILLS:
Graduate of any Bachelors degree any field/ Undergraduate/Senior High School Graduate
With at least 2 years experience as Supervisor/Team Lead Role in a BPO setup
At least 5 years of working in BPO/Call Center customer service/sales/travel is required
Must have experience in travel/airline reservations or ticketing
Knowledgeable in using GDS like Sabre Amadeus and Travelport (Galileo Worldspan and Apollo)
Experience with coaching training and motivating employees is required
Candidate must have excellent spoken & written English communications skills
Goaldriven & a Team Player with strong interpersonal skills and proven communication effectiveness (both written & spoken)
Has strong leadership/people skills and performance management knowhow to consistently meet KPIs and tasks. Leads by example.
Strong time management and prioritization skills to manage tasks and adjust to daily business needs.
High levels of computer literacy and data entry.
Experience with Excel and database reporting tools.
Demonstrated people management skill.
A good sense and logical approach to problem solving.
Ability to think and act calmly under high pressure situations.
Flexible in shifting / rotational schedule
Employment Type
Full Time
