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Team Lead - Call Center (Online ...

Almosafer
Mohandessin, Giza
Almosafer logo

Team Lead - Call Center (Online Flights)

Mohandessin, GizaPosted 23 minutes ago
1 open position
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Job Details

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Job Description

  • Provides regular supervision and mentorship over subordinate staff ( 10 – 15 agents ).
  • Ensure regular and effective communication with subordinate staff on performance, goals, and coaching.
  • Facilitates daily agent coaching and development sessions in both written and verbal format.
  • Participates in operational related activities to include calibration sessions and project planning.
  • Identify and address agent training needs.
  • Manage program specific performance standards (i.e., AHT, Quality Scores, CSAT, VSF, etc.).
  • Manage staffing in accordance with program specific workflow (i.e., down-staffing, up-staffing).
  • Completion of weekly Team Manager Scorecard for review with Operations Manager.
     

Job Requirements

  • 2 years of experience as a Team Lead.
  • Aviation Background with GDS knowledge either Amadeus – Sabre – Galileo.
  • Considerable experience managing 10-15 employees in a supervisory role.
  • Excellent oral and written communication skills.
  • Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance.
  • Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives.
  • Time management skills and computer proficiency (Microsoft office; excel, Ppt, etc.).
  • Objectivity, professionalism, and maturity.
  • Flexibility and demonstrated ability to adapt well in a changing environment.

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