Team Leader (Call Centre)

Key Responsibilities/Accountabilities:

Team Management: Responsible for grooming & managing talents (15-20 FTE).

Ensures that all employees have a complete understanding of and adhere to the companys Rules and Regulations.

Ensuring highly motivated staff

Keeping floor coverage at its optimum level while handling 15-20 Service Associates patrol the entire operation floor maintaining order and ensuring that company policies are observed.

Producing tools for possible use in helping coach and develop the best Service Representatives.

KPI: Ensuring delivery on team/client KPIs - productivity quality sales attrition absence etc.

Manages team meetings and participate in operations/client leadership meetings & conference calls

Escalation Management: Responsible for investigating and responding on client escalations timely and effectively

Governance & reporting: Process management team management operational governance reporting

Process improvement - Lead and participate in initiatives to improve KPIs

Monitors AMOs using variety of resources after which coaching in one-on-one improvement sessions or weekly/business review

. Communicates to the AMOs any new requirements changes updates on all support related information as well as company information.

Interview applicants and select qualified candidates by assessing communication skills and job-related competencies for agent-level positions.

Performing special projects & other duties as required.

Assists the Group Manager in performing his duties and responsibilities and takes over in the event of his absence

Qualifications :

Knowledge/Qualifications/ Competency:

GDS - Proficient with minimum of 3 years hands-on experience on Amadeus GDS (Global Distributed System) including booking ticketing exchanges and refunds

Travel - Good understanding of IATA Rules; NDC New bookings exchanges cancellations Fare component Manual fare calculation Pricing unit Global Indicator Indirect Travel Limitation and other Travel Terminologies. Knowledge of ARC and their reporting procedures

. MS Proficiency in Excel PPT etc.

Excellent communication skills - written and verbal

Knowledgeable in Quality tools

Should be flexible to 24X7 work environment

Strong ability to multi-task while effectively communicating with the customers

Strong time management skills

Responds effectively under stressful situations

With guidance learns quickly on the job

Professional customer service skills: solutions mindset helping nature passion for the customer and the customer experiences

Additional Information :

US Night Shift

Remote Work :

No

Employment Type :

Full-time