HomeAway, leader in the travel industry and a part of one of the strongest companies in the sector globally.
As a Team Leader you will direct daily activities of the call center, providing coaching and training to a team of 8-9 Customer Service Representatives, handling customer escalations and ensuring delivery of top-notch customer satisfaction and service levels will be critical success criteria for this role.
Your main responsibilities will be:
-Take incoming inquiries over the phone and email about products and services from owners, agencies, and travelers to maintain subject matter expertise and support service level goals
-Act as an information source for agents' questions pertaining to process, policy and work schedules.
-Review, organize and delegate daily tasks for team
-Closely coordinate with other Leads and Management pertaining to support service levels and customer experience, and take appropriate actions to correct when needed
-Carry out performance measurement (Quality Audits), CSAT scores/feedback, general monitoring, and evaluation of all agents and operators to improve the teams' efficiency
-Resolve escalated customer complaints and questions within required timeframe; assist team with de-escalation of calls in real time as needed
-Communicate solutions, successes, and opportunities to the Supervisor and Manager of customer support
-Coordinate training for new hires and existing staff; participate in the delivery of training
-Proactively communicate with CS Manager regarding work flow, staffing issues/performance, and customer experience items.
-Lead must be available to cover all hours of business operation and coordinate with other leads as point of contact to insure continuous and full support
-Inspire and motivate agents; lead by example
-Encourage good team morale
-Special projects as designated by management
We are looking for a candidate with the following characteristics:
Education
-Associate Degree
Experience
-2 years of experience (preferably in Call/Contact Center)
Technical Skills
-Native in French
-Experience with business support software applications such as MS Office (Word, PowerPoint, Excel, etc.) are required. (Intermediate level)
Soft skills
-Focus on Customer Loyalty
-Highly motivated, focused passionate about connecting to the customer
-Ability to inspire and support people
-Ability to plan well and prioritize work
-Must have attention to detail and Service orientated
-Strong verbal and written communication skills are a must
-Maintain calmness under tight pressure
-Good decision-making, IT, and cross-departmental communication skills
-Permanent contract (Day shift Monday to Friday (09.00 am to 06.00pm)
-Interesting compensation scheme
-International work environment
