Team Leader- Customer Service for Travel Account
Gratitude IncTeam Leader- Customer Service for Travel Account
Job Description
Key Skills
1 candidate(s) have already applied for this Job. Apply now
Role & Responsibilities:
Responsible for team mentoring.
Keep track of schedule adherence. Providing real time Floor Support to agents taking calls
Handling the Escalation and Supervisor calls/sessions and taking Tier 1 calls for specific duration to keep yourself updated on the process knowledge
Motivating the team members to achieve targets set by the company taking the key metrics into consideration.
knowledge sharing and addressing issues of associates through floor walking, live call barging and providing feedback, coaching on the real time/historic basis.
Taking regular sessions briefing mentees on critical issues affecting process as and when directed.
Sharing quality audits coaching associates on appropriate measures to correct Quality Process hygiene.
Contributing in offering recommendations for process product improvement to the Delivery Manager.
Taking regular pre and post shift huddles discussing high and low pointers.
Providing Floor support to agents and providing other assistance
Essential Skills / Expertise required:
Excellent communication skills, Good understanding of system resources and allocation Flexible to work.
Open to work in rotating shifts and weekends
Ability to work under pressure Target Oriented Team Management Skills Good team mentor
Professional work attitude and eager to learn
Action Oriented, Integrity and Trust, Perseverance
Command Skills, Problem Solving, Drive for results, Standing along and Directing Others
Managing & measuring work
Ability to handle pressure
Problem solving, analytical and data entry mastery
Strong external and management reporting skills
Proficiency in employee development to assist employees in meeting the Performance Targets through Hiring, Coaching & Mentoring
Ability to calibrate employee performance to the Performance Targets through monitoring and Coaching
Ability to communicate and resolve issues that affect Performance Criteria
Ability to share operational improvement and act with other teams
Ability to handle escalations from employees on their team
Ability to escalate issues to their supervisor or other internal departments
Ability to lead employees on their team to perform as per the laid-out process and procedures
Demonstrated fluency in English & local language
Role
Any Other
Timings
Rotational Shifts (Permanent)
Industry
Wellness / Fitness / Sports
Work Mode
NA
Process
Voice
Functional Area
Any Other
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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