Team Lead with Airlines/Travel Industry experience only

2 days ago

Taguig, National Capital Region, Philippines Teleperformance Full time ₱900,000 - ₱1,200,000 per year

About the role

We are seeking an experienced Team Lead to join our dynamic call centre team at Teleperformance's McKinley West office. In this full-time role, you will lead and inspire a team of customer service agents, ensuring exceptional service delivery to our clients in the airlines and travel industry. This position is based in Taguig City, Metro Manila.

What you'll be doing

  1. Oversee and manage the day-to-day operations of a team of customer service agents
  2. Monitor team performance and productivity, providing coaching and feedback to drive continuous improvement
  3. Implement and maintain quality assurance processes to ensure adherence to client standards
  4. Identify training needs and develop tailored coaching and training programmes for your team
  5. Foster a positive and collaborative team environment to motivate and engage agents
  6. Serve as the primary point of contact for escalated customer inquiries and complaints
  7. Contribute to the development and implementation of process improvements and best practices
  8. Collaborate with other teams and departments to ensure seamless service delivery

What we're looking for

  1. Minimum 1-2 years' experience in a supervisory or team lead role within a call centre or customer service environment in the airlines or travel industry (requirement)
  2. Strong leadership and people management skills, with the ability to coach, motivate and develop a team
  3. Excellent customer service and problem-solving skills, with a focus on delivering high-quality service
  4. Strong verbal and written communication skills, with the ability to effectively liaise with both agents and clients
  5. Proficient in Microsoft Office applications, with the ability to analyse data and generate reports
  6. A collaborative and adaptable mindset, with the ability to work in a fast-paced, dynamic environment

Note: Applicants must possess relevant experience in the airline or travel industry to be considered for this position.

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