Customer Service Team Lead

hace 6 días


San José, San José, Costa Rica Europe Express A tiempo completo

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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