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Job Description
Job Description
Summary and Objectives
The senior team leader position is responsible for providing quality and efficiency through the daily management of a team of employees including 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:
- Coordinate the activities of team members to ensure compliance with the organization’s goal
- Verifies the validity and nature of complaints; processes and follows up on cancellations, refund payments.
- Prepares function-related statistical and performance weekly/monthly reports.
- Responsible for the day-to-day supervision 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.
Job Requirements
Job Requirements
Job Requirements
- 3 years of related working experience in a similar role in customer relations lead position in any service industry, preferably in aviation; experience with low-cost airlines is a plus.
- Cost-oriented possesses effective persuasive, negotiation, and problem-solving skills.
- Ability to use a balance of technical expertise, and interpersonal relations to execute new initiatives that support the company’s objectives.
- Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints, and special requests.
- Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.
- 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 deliverables
- Ability to mentor, coach, and provide direction to a team of employees
- Willingness to work a flexible schedule