Team Leader (Call Centre)

Benefits

Additional Information

Key Responsibilities/Accountabilities: - Team Management: Responsible for grooming & managing talents (15-20 FTE). Ensures that all employees have a complete understanding of and adhere to the company's Rules and Regulations. Ensuring highly motivated staff - Keeping floor coverage at its optimum level while handling 15-20 Service Associates, patrol the entire operation floor, maintaining order and ensuring that company policies are observed. Producing tools for possible use in helping coach and develop the best Service Representatives. - KPI: Ensuring delivery on team/client KPI's - productivity, quality, sales, attrition, absence etc. - Manages team meetings and participate in operations/client leadership meetings & conference calls - Escalation Management: Responsible for investigating and responding on client escalations timely and effectively - Governance & reporting: Process management, team management, operational governance, reporting - Process improvement - Lead and participate in initiatives to improve KPI's - Monitors AMO's using variety of resources after which coaching in one-on-one improvement sessions or weekly/business review .- Communicates to the AMO's any new requirements, changes, updates on all support related information as well as company information. - Interview applicants and select qualified candidates by assessing communication skills and job-related competencies for agent-level positions. - Performing special projects & other duties as required. - Assists the Group Manager in performing his duties and responsibilities and takes over in the event of his absence Knowledge/Qualifications/ Competency: - GDS - Proficient with minimum of 3 years' hands-on experience on Amadeus GDS (Global Distributed System) including booking, ticketing, exchanges and refunds - Travel - Good understanding of IATA Rules; NDC, New bookings, exchanges, cancellations, Fare component, Manual fare calculation, Pricing unit, Global Indicator, Indirect Travel Limitation and other Travel Terminologies. - Knowledge of ARC and their reporting procedures .- MS - Proficiency in Excel, PPT etc. - Excellent communication skills - written and verbal - Knowledgeable in Quality tools - Should be flexible to 24X7 work environment - Strong ability to multi-task while effectively communicating with the customers - Strong time management skills - Responds effectively under stressful situations - With guidance, learns quickly on the job - Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experiences US Night Shift

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