Team Leader (Call Centre)

Job Description
Key Responsibilities/Accountabilities:

• Team Management: Responsible for grooming & managing talents (15-20 FTE).
• Ensures that all employees have a complete understanding of and adhere to the company’s Rules and Regulations.
• Ensuring highly motivated staff
• Keeping floor coverage at its optimum level while handling 15-20 Service Associates, patrol the entire operation floor, maintaining order and ensuring that company policies are observed.
• Producing tools for possible use in helping coach and develop the best Service Representatives.
• KPI: Ensuring delivery on team/client KPI’s - productivity, quality, sales, attrition, absence etc.
• Manages team meetings and participate in operations/client leadership meetings & conference calls
• Escalation Management: Responsible for investigating and responding on client escalations timely and effectively
• Governance & reporting: Process management, team management, operational governance, reporting
• Process improvement - Lead and participate in initiatives to improve KPI’s
• Monitors AMO’s using variety of resources after which coaching in one-on-one improvement sessions or weekly/business review
• Communicates to the AMO’s any new requirements, changes, updates on all support related information as well as company information.
• Interview applicants and select qualified candidates by assessing communication skills and job-related competencies for agent-level positions.
• Performing special projects & other duties as required.
• Assists the Group Manager in performing his duties and responsibilities and takes over in the event of his absence

Qualifications
Knowledge/Qualifications/ Competency:

• GDS - Proficient with minimum of 3 years’ hands-on experience on Amadeus GDS (Global Distributed System) including booking, ticketing, exchanges and refunds
• Travel - Good understanding of IATA Rules; NDC, New bookings, exchanges, cancellations, Fare component, Manual fare calculation, Pricing unit, Global Indicator, Indirect Travel Limitation and other Travel Terminologies. Knowledge of ARC and their reporting procedures
• MS – Proficiency in Excel, PPT etc.
• Excellent communication skills - written and verbal
• Knowledgeable in Quality tools
• Should be flexible to 24X7 work environment
• Strong ability to multi-task while effectively communicating with the customers
• Strong time management skills
• Responds effectively under stressful situations
• With guidance, learns quickly on the job
• Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experiences