Responsibilities:
* Define tasks and set deadlines for team leaders.
* Set KPIs and targets for team leaders.
* Provide feedback and support to the Customer Care team leaders to ensure that all issues are resolved within the agreed service levels.
* Analyze and report training team needs to training department.
* Monitor team performance and report on metrics.
* Communicate the workflow updates to team members.
* Listen to team members' feedback and resolve any issues or conflicts.
* Identify high performers and reward accomplishments.
* Communicate regularly with QA team about all quality issues and updates.
* Calculate the KPIs payout on monthly basis.
* Provide end of probation feedback report to Support Sr. Manager.
* Analyze the results of feedback survey on team leaders and put an action plan for improvements.
Requirements:
* Bachelor degree in Tourism or any related field.
* Fluent English Speaker.
* Proven work experience 4-6 years, including minimum of 2 years team leader or supervisor.
* Experience in the travel industry is a must.
* Good PC skills, especially MS Excel, PowerPoint, Word.
* GDS experience is a plus.
* Awareness of voice and non-voice KPIs is a must.
* Leadership In Changes
* Effective Communication
* Managing Conflict
* Improvements and Innovations
* Leadership and Development
Compensation:
very competitive package.
With us you will:
* Be a part of a top tier team of professionals, work on global projects that reach millions worldwide, create complex one-of-a-kind in-house products and solutions;
* Get opportunities for professional development: learn new skills with online courses, broaden your network in local and international conferences, receive mentoring;
* Enjoy our learning oriented culture: learn and exchange ideas in lectures and workshops led by your colleagues and team leaders;
* Get extra benefits for your health and well-being, organised well-being lectures and workshops to promote and support self-care, arranged office yoga class, vaccination days in the office, and much more;
* Get treated with delicacies at the office with snack days and supply of fresh fruit and delicious coffee;
* Enjoy a variety of employee discount programs and have fun at monthly internal activities and celebrations;
* Work from a spacious, modern, and well-equipped offices.
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