Assistant Manager w/GDS experience needed

1 week ago

Taguig, National Capital Region, Philippines Teleperformance Full time $60,000 - $80,000 per year

About the role

Join Teleperformance as an Assistant Manager in our Contact Centre located in Taguig City Metro Manila. This full-time role is crucial in supporting and overseeing our customer service operations. With your previous experience in a global distribution system (GDS), you will play a key part in driving team performance and enhancing the customer experience.

What you'll be doing

  • Manage and monitor the daily activities of a team of customer service representatives
  • Analyse key performance metrics and implement strategies to drive continuous improvement
  • Provide coaching, mentoring and training to your team to enhance their skills and productivity
  • Collaborate with cross-functional teams to resolve customer inquiries and escalations
  • Ensure compliance with company policies, procedures and quality standards
  • Support the implementation of new initiatives and process improvements
  • Assist in the recruitment, onboarding and development of your team members

What we're looking for

  • Minimum of 2 years' experience in a managerial or supervisory role within a contact centre or customer service environment
  • Proven track record of leading and motivating teams to achieve targets and deliver exceptional customer service
  • Strong understanding of contact centre operations, including workforce management, quality assurance and performance management
  • Proficient in using global distribution systems (GDS) and contact centre technologies
  • Excellent communication, problem-solving and decision-making skills
  • Ability to work in a fast-paced, dynamic environment and adapt to changing business needs

Note: Only candidates with relevant travel industry experience and proficiency in Global Distribution Systems (GDS) such as Sabre, Amadeus, or Galileo will be considered for this role.

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