Manage and lead a team of customer service representatives, ensuring they are equipped with the necessary skills and resources to deliver outstanding service
Monitor and analyse key performance metrics to identify opportunities for process improvement and drive operational excellence
Collaborate with cross-functional teams to develop and implement strategies that enhance the customer experience
Liaise with clients to understand their evolving needs and translate them into actionable plans
Foster a positive and engaged work culture, supporting the professional development of your team
Ensure compliance with all relevant policies, procedures and regulatory requirements
Contribute to the continuous improvement of our service delivery, leveraging data-driven insights
What we're looking for
Proven track record of successfully managing operations in a customer service or call centre environment, preferably within the travel industry
Strong leadership skills with the ability to motivate and develop high-performing teams
Excellent problem-solving and decision-making abilities, with a focus on driving operational efficiency
Proficient in data analysis and using insights to drive process improvements
Exceptional communication and interpersonal skills, with the ability to liaise effectively with clients and cross-functional stakeholder
