Online Flights Call Center Team Leader

Summary and Objectives

The customer care team leader position is responsible for providing quality and efficient customer experience to our clients through the daily management of a team of employees to include hiring, motivating, recognizing, rewarding, coaching, counseling, training, and problem-solving. Additionally, the position is responsible for assisting the manager with the development, analysis, and implementation of staffing, training, scheduling, and reward/recognition programs.

About Job Description:

• Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
• Identify performance-related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Stay current on internal work processes, policies, and procedures. Attend required manager development training.

• At least 2 years of experience in the same role
• GDS experience is preferred (Amadeus, Galileo, or Sabre)
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations
• Work well under pressure and follow through on items to completion
• Strong communication skills, both written and verbal (English C1)
• Ability to lead the team in multi-tasking, prioritization, and meeting timelines on deliverable
• Ability to mentor, coach, and provide direction to a team of employees
• Willingness to work a flexible schedule