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Online Flights Call Center Team Leader

Almosafer
Mohandessin, Giza
Posted 3 years ago
278Applicants for1 open position
  • 105Viewed
  • 1In Consideration
  • 73Not Selected
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Job Details

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Job Description

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.

Job Requirements

  • 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

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JobsCustomer Service/SupportOnline Flights Call Center Team Leader