Team Leader – Customer Service (Call Center)

Essential duties / responsibilities of the position:

Process Management

Ensure all monthly, quarterly and yearly targets are achieved by each Team member. Ensure all Team members are given full support on a daily basis.
Conduct daily meetings with the Team to review previous day’s performance & issue
Conduct weekly performance feedback meetings with each individual team member & discuss future action points.
Actively manage performance of team member on a regular basis to ensure all their problems are dealt with effectively and efficiently.
Call monitoring and feedback to team member. Coaching and mentoring them based on calls monitored on improving their skill sets.
Identify Training/coaching needs of the team members and provide the same to the manager.
Generate & Compile performance reports on a weekly/monthly basis and provide the same to the manager.
Work with all the support departments to devise new initiatives to increase productivity & ensure smooth functioning.
Responsible for increasing conversion, margin & attach rate figures of the entire team.
Responsible for staff retention within the team.
Responsible for maintaining discipline/absenteeism of team on the floor.
Responsible for communicating any Marketing deals and Organizational messages/changes to the team members.

POSITION REQUIREMENTS

EDUCATION:
Graduate in any discipline from a recognized university or institute.

MINIMUM YEARS OF EXPERIENCE:
Minimum 2-3 years in related role.
Min 1 year experience in Travel / GDS (Amadeus preferred)