Customer Service Team Lead
hace 6 días
Job Summary
The Europe Express team is seeking an experienced professional to lead our inside sales support team as a Contact Center Manager. This role involves managing daily duties and workflows of pre-trip requests from the travel agent community.
Duties and Responsibilities
- Actively lead and support contact center staff, driving performance to achieve goals
- Prioritize and distribute tasks effectively
- Schedule team availability to meet inbound call volume needs for lead development representatives
- Ensure contact center objectives are met, including setting KPIs and tracking individual progress towards company goals
- Lead effective 1-on-1 meetings with team members, including performance reviews and coaching sessions
- Participate in department meetings and trainings, collaborating with peers to identify and improve processes
- Drive customer experience and resolve customer concern issues directly with partners
- Assist management with daily duties in their absence
- Cultivate a teamwork atmosphere within the entire company
Requirements
- Five plus years of successful contact center management, sales support management, or inside sales management experience
- Proven leadership ability to influence, develop, and empower employees to achieve objectives
- Excellent presentation and public speaking skills
- Ability to communicate effectively and efficiently with all levels of employees
- Previous travel industry experience preferred
- Highly focused on internal and external customer solutions and happiness
- Intermediate knowledge of MS Office products, reservations systems, Salesforce, and GDS (preferably Amadeus)
- Proven ability to work under pressure and meet deadlines, multi-tasking in a fast-paced environment
- Fluent in English, written and verbal
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