Team Lead - Call Center (Online Flights)

Almosafer

Posted 30+ days ago

Experience

2 - 4 Years

Job Location

Giza - Egypt

Education

Any Graduation()

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

Roles & Responsibilities

  • Provides regular supervision and mentorship over subordinate staff ( 10 15 agents ).
  • Ensure regular and effective communication with subordinate staff on performance, goals, and coaching.
  • Facilitates daily agent coaching and development sessions in both written and verbal format.
  • Participates in operational related activities to include calibration sessions and project planning.
  • Identify and address agent training needs.
  • Manage program specific performance standards (i.e., AHT, Quality Scores, CSAT, VSF, etc.).
  • Manage staffing in accordance with program specific workflow (i.e., down-staffing, up-staffing).
  • Completion of weekly Team Manager Scorecard for review with Operations Manager.

Desired Candidate Profile

  • 2 years of experience as a Team Lead.
  • Aviation Background with GDS knowledge either Amadeus Sabre Galileo.
  • Considerable experience managing 10-15 employees in a supervisory role.
  • Excellent oral and written communication skills.
  • Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance.
  • Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives.
  • Time management skills and computer proficiency (Microsoft office; excel, Ppt, etc.).
  • Objectivity, professionalism, and maturity.
  • Flexibility and demonstrated ability to adapt well in a changing environment.

Company Industry

  • Airlines
  • Aviation

Department / Functional Area

  • Helpdesk
  • Customer Service
  • Telecalling

Keywords

  • Team Lead - Call Center (Online Flights)

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Almosafer

https://wuzzuf.net/jobs/p/qzsbbjzku69l-call-center-team-lead-online-flights-almosafer-giza-egypt