Team Leader (Travel)

• Manage and direct the daily activities of the call center agents, including creative resource planning and implementing call center strategies and operations.
• Provide operational guidance. Train, coach, monitor, recognize, support, and promote discipline in any given situation.
• Provide meaningful career and professional development for assigned experts in partnership with leadership development staff.
• Carry out needs assessment and performance reviews for officers
• Setting and meeting performance targets for efficiency and quality
• Act as subject matter expert for all work-related duties
• Practice and ensure compliance with all policies and procedures of the company
• Coordinate, cooperate, and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience
• Coordinate with Recruitment, IT, and liaise with the HR team
• Conduct Business Reviews as needed
• Ad hoc tasks as needed.

• High level of initiative, accountability, and self-motivation
• Strong customer service orientation
• Ability to build a productive and highly engaged work environment
• Maintain calmness and composure under tight pressure and provocations
• Ability to work independently and take responsibility for seeing things through to completion
• High attention to detail
• Open to feedback and criticism
• Strong leadership, people management, administrative, and numeracy skills
• Strong written and verbal English communication skills
• Proven experience in developing and maintaining relationships with key internal and external stakeholders
• Team facilitation and training skills
• Commitment to delivering the highest quality first-time
• Proven ability to work to deadlines and under pressure with a positive attitude
• Above-average English communication skills

• Bachelor's/College degree
• 2-3 years of experience working as a Team Leader in a BPO (Travel program is required)

Enshored