As our new Team Leader you will manage a team of up to 25 Associates aiming for top customer service delivery on multiple channels – email, voice, chat. The overall goal is to ensure our team is knowledgeable and delivers top customer service in an accurate, courteous and constant manner. You will be the leader offering support, guidance and day to day management to your team, as well as being a role model for your crew.
Team coordination in a contact center focused on delivering high quality support dedicated to leading international airlines, travel and/or tourism players
Lead team(s) of up to 25 Contact Center representatives including Supervisors
Ensuring that the project assigned to you is functioning as per client expectations, meeting SLAs
Coaching a group of agents and their Supervisors, leading by example, helping them to perform as a team
Manage effectively by operational KPIs whilst playing as a leader focused also on your team human potential and needs
Interact with the client and management team, share performance improvement/process priorities proposals
Escalate superior process or client related needs to superior level together with suggested ways forward
Fluent in German (min. C1 level speaking and writing) and solid English knowledge are a must
Strong people and team management skills proven in similar roles or environments
Airlines, travel or tourism, BPO/SSC prior experience is a valuable advantage
Knowledge of booking software such as Galileo, Amadeus is a valuable advantage
Able to work in changing environments, where flexibility and quick adaptation are key for success
Good performance indicators and reports management abilities
Independent, problem solver and customer focused
Min. 2 years of experience as a Supervisor or Team Leader across min. two processes
Availability to work in rotational shifts (including night shifts)
Work From Home
Competitive salary package
Career growth opportunities within an international developing team
IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domains.
Established in 1998, with 100% focus on customer experience, IGT employs more than 13,500 customer experience and technology specialists providing services to 75 marquee customers globally.
IGT’s global footprint includes 19 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Spain, Colombia and the USA.
Currently IGT proudly serves 4 of the top 5 world’s biggest airlines, 15 leisure & hospitality leading players and 35 technology companies.
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