Contact Center Team Lead

• Lead and motivate a team of contact center agents, ensuring performance targets and service level agreements are consistently met or exceeded.
• Monitor and manage team KPIs, including call handling times, first call resolution, customer satisfaction scores, and other relevant metrics.
• Conduct regular team meetings to communicate updates, share performance feedback, and provide coaching and training as needed.
• Act as a point of escalation for complex customer inquiries or issues, demonstrating effective problem-solving skills and ensuring resolutions are achieved in a timely manner.
• Collaborate with other departments within the company to streamline processes and improve overall customer experience.
• Assist in the recruitment, onboarding, and training of new team members.
• Foster a positive and inclusive team culture, encouraging continuous learning and development.

Qualifications:

• Proven experience in a leadership or supervisory role within a high-volume contact center environment, preferably in the airline industry.
• Strong understanding of airline operations, policies, and procedures.
• Excellent communication and interpersonal skills.
• Ability to work flexible hours in a 24-hour operation, including evenings, weekends, and holidays.
• Proficiency in customer relationship management (CRM) software and contact center technology.
• Demonstrated problem-solving and decision-making abilities.
• Ability to remain calm and composed in high-pressure situations.
• GDS skilled
• Airline Campaigns
• Travel Industry
• Geographical knowledge of travel sites and Airport sites