Customer Support Leader - Tourism Background

Job Description

• Supervises and coordinates activities of workers engaged in customer service activities through phone, E-mails, Live Chat, and Social Media.
• Handel escalations if needed as a second line.
• Maintains time and attendance, productivity, and quality records daily. Prepares and generates the daily productivity report (APR) for management.
• Manage team metrics and retention goals. Participate in discussions about reasons for attrition and root cause. Team with Site Leadership to develop actions to reduce attrition where possible. Provide feedback to team members on both call coaching and other daily performance and behavioral activities.
• Monitors and reports on the key performance indicators (KPI’s).
• Coach direct reports on their performance on a regular basis to ensure performance metrics are achieved.
• Develop an action plan for improvement, implement corrective action.
• Trains and instructs employees.

Job Requirements

• Interpersonal and Verbal communication.
• Ability to choose a proper educational tool.
• Coaching Delivery techniques.
• Team/ Performance Management.
• 2 years Call center experience.
• GDS & Tourism background.
• Analysis & Action Planning.
• Understand the roles and responsibilities of the supervisor role.
• Demonstrates awareness of KPIs calculation and Targets.
• Identified the causal factor.
• Submitted relevant action plan.
• Conducts a constructive session with subordinates to improve and/or enhance their performance.