Company leader in the travel industry
As a Team Leader you will direct daily activities of the Customer Service department providing coaching and training to a team of 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.
This vacancy is a Night Shift position: 40h per week from 23:00 to 8:00. (2 days off a week)
Your main responsibilities will be:
-Point of contact for CSR’s to provide coaching and mentoring support
-Working with Line Manager support individual improvement plans with CSR, providing side-by-side coaching support and monitor progress when required
-Flag behavioural performance to Line Manager which is impacting Customer Experience
-Act as an information source for agents’ questions pertaining to process, policy and work schedules whilst reviewing, organising and delegating daily tasks for team
-Daily DSAT Analysis flagging key focus areas to Line Manager
-Liaise with Learning and Development to identify training needs and support new hires
-Call calibration
-Inspire and motivate agents; lead by example, encourage good team morale
We are looking for a candidate with the following characteristics:
Education
-Associate Degree
-Fluent in Italian/French
-High level of Spanish or English (Spoken and written)
Experience
-At least 1 year of experience in a similar position
-Experience conducting quality monitoring and providing coaching and feedback to agents
-Experience managing 10-15 people
Technical Skills
-Computer literacy
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
-Attractive salary
-Social benefits
-Permanent position
-International environment
