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Job Description
- Define tasks and set deadlines for team leaders.
- Set KPIs and targets for team leaders.
- Provide feedback and support to the Customer Care team leaders to ensure that all issues are resolved within the agreed service levels.
- Analyze and report training team needs to training department.
- Monitor team performance and report on metrics.
- Communicate the workflow updates to team members.
- Listen to team members’ feedback and resolve any issues or conflicts.
- Identify high performers and reward accomplishments.
- Communicate regularly with QA team about all quality issues and updates.
- Calculate the KPIs payout on monthly basis.
- Provide end of probation feedback report to Support Sr. Manager.
- Analyze the results of feedback survey on team leaders and put an action plan for improvements.
Job Requirements
- Bachelor degree in Tourism or any related field.
- Fluent English Speaker.
- Proven work experience 4-6 years, including minimum of 2 years team leader or supervisor.
- Experience in the travel industry is a must.
- Good PC skills, especially MS Excel, PowerPoint, Word.
- GDS experience is a plus.
- Awareness of voice and non-voice KPIs is a must.
- Leadership In Changes
- Effective Communication
- Managing Conflict
- Improvements and Innovations
- Leadership and Development
