JOB PURPOSE:
The purpose of this role is to provide support to manage a team of agents/team leads. Duties include staffing, analyzing transactional reports to provide both reactive and proactive response to variable transactional and call volumes. The role is responsible for ensuring the quality and accuracy of these functions with a focus on continuous improvement and excellent customer experience.
JOB FUNCTION/ RESPONSIBILITIES:
- Conducting meetings with internal team and functional departments
- Prepares and presents Weekly/Monthly/Quarterly Reviews
- Team Lead has to conduct and manage appraisal discussions (PMS) with team leaders.
JOB QUALIFICATIONS:
- Graduate of any bachelor's degree, any field
- Minimum 3-5 years relevant experience in handling a team in a BPO setup for a Travel or Airline campaign.
- Prior Contact Center management experience
- Knowledge of airline basic ticketing, ticket exchanges, ticket refunds and airline-initiated schedule changes preferred
- Proficient in one or more Global Distribution Systems (GDS) Sabre, Amadeus preferred; native mode required)
- Amenable to work fulltime onsite and on shifting schedule
