Team Leader - Operations-OYO Rooms
Soseaua Oltenitei nr.2, Sector, Bucuresti, Romania, India Geo
OBJECTIVE OF ROLE
As our new Team Leader you will manage a team of 15 - 20 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.
KEY RESPONSIBILITIES
- Team coordination in a contact centre focused on delivering high quality support dedicated to leading international airlines, travel and/or tourism players
- Lead team(s) of up to 15 - 20 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
PROFILE
- Fluent in English (min. C1 level speaking and writing)
- 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 fixed/rotational shifts
- Previous sales experience is a strong advantage.
ABILITIES
ABOUT US
IGT Solutions (IGT) is committed to simplifying complex customer interactions while delivering a seamless experience. It provides integrated BPM, Technology and Digital Services & Solutions for clients across industries. IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing (end-to-end) CX journeys across Travel and Hi-tech industries.
Established in 1998, with 100% focus on customer experience, IGT employs more than 20,000+ customer experience and technology specialists providing services to 75+ marquee customers globally. IGT’s global footprint consists of 23 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Indonesia, Spain, Colombia and the USA
EQUAL OPPORTUNITY DISCLAIMER
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