About the role
As a BPO Team Leader - Travel Account at Teleperformance, you will play a vital role in leading a team of customer service representatives in providing exceptional support to clients in the travel industry. This full-time, on-site position is based in Pasay City, Metro Manila, offering you the opportunity to contribute to the success of a global leader in the call centre and customer service sector.
What you'll be doing
- Oversee the day-to-day operations of your team, ensuring productivity, efficiency, and adherence to company policies and client requirements
- Coach, train, and motivate your team to deliver outstanding customer service, handling a variety of customer inquiries and issues
- Analyse key performance indicators, provide feedback, and implement strategies to continuously improve team and individual performance
- Foster a positive and collaborative work environment, addressing any concerns or conflicts within the team
- Collaborate with cross-functional teams to ensure seamless service delivery and resolution of customer queries
- Actively participate in team meetings and contribute to the development of process improvements and best practices
What we're looking for
- Minimum 2-3 years of experience in a supervisory or team leader role, preferably in the call center or customer service industry
- Proven experience in the travel industry, with a strong understanding of travel-related products and services
- Excellent communication and interpersonal skills, with the ability to effectively lead and motivate a team
- Strong problem-solving and decision-making abilities, with a focus on delivering exceptional customer service
- Proficient in English, both written and verbal, with the ability to communicate effectively with clients and customers
- Familiar with call center software and technology, with the ability to quickly adapt to new systems and processes
REQUIRED: Travel account experience (airline, reservations, or OTA)
Experience with GDS systems (Amadeus, Sabre, or Galileo is highly preferred)
