Team Leader for Travel Account

1 week ago

Pasig, National Capital Region, Philippines Enshored Inc. Full time ₱1,200,000 - ₱2,400,000 per year

JOB DESCRIPTION

Reports to: Team Manager/Operations Manager

Location: Ortigas Center, Pasig City, Philippines

Supervise a team responsible for managing bookings, inquiries, modifications, cancellations, listings, and complaint resolutions, ensuring high-quality service, achievement of key performance metrics, and positive client interactions. Foster team growth through coaching, support, and performance management, aligning team members with the company's values and objectives. 

DUTIES AND RESPONSIBILITIES

  • Manage and direct the daily activities of the call center agents, including creative resource planning and implementing call center strategies and operations.
  • Provide operational guidance. Train, coach, monitor, recognize, support, and promote discipline in any given situation.
  • Provide meaningful career and professional development for assigned experts in partnership with leadership development staff.
  • Carry out needs assessment and performance reviews for officers
  • Setting and meeting performance targets for efficiency and quality
  • Act as subject matter expert for all work-related duties
  • Practice and ensure compliance with all policies and procedures of the company
  • Coordinate, cooperate, and collaborate with fellow coaches serving a shared customer base to ensure a seamless customer experience
  • Coordinate with Recruitment, IT, and liaise with the HR team
  • Conduct Business Reviews as needed
  • Ad hoc tasks as needed.

MINIMUM REQUIREMENTS AND QUALIFICATIONS

EDUCATION AND/OR EXPERIENCE

  • Bachelor's/College degree
  • 2-3 years of experience working as a Team Leader in a BPO
  • Has experience handling any Travel account

Key Skills:

  • High level of initiative, accountability, and self-motivation
  • Strong customer service orientation
  • Ability to build a productive and highly engaged work environment
  • Maintain calmness and composure under tight pressure and provocations
  • Ability to work independently and take responsibility for seeing things through to completion
  • High attention to detail
  • Open to feedback and criticism
  • Strong leadership, people management, administrative, and numeracy skills
  • Strong written and verbal English communication skills
  • Proven experience in developing and maintaining relationships with key internal and external stakeholders
  • Team facilitation and training skills
  • Commitment to delivering the highest quality first-time
  • Proven ability to work to deadlines and under pressure with a positive attitude
  • Above-average English communication skills

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