Team Leader (Call Centre)
Core
Manage a team of 15-20 Service Associates in a call center environment, ensuring adherence to company policies, optimal floor coverage, and delivery on client KPIs including productivity, quality, sales, and attrition.
Role type
Team Leader (Call Centre)
Builds
Call center operations and client service delivery
Domain
Travel and Transportation (GDS operations)
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team management, KPI monitoring, escalation management, process improvement, coaching, interview selection, GDS proficiency, IATA rules knowledge, fare calculation, MS Office proficiency, quality tool knowledge, multi-tasking, time management, stress management, customer service
Preferred skills
Flexibility for 24x7 shifts, quick learning ability
Technologies
Amadeus GDS, Excel, PPT
Responsibilities
Manage team meetings and operations/client leadership meetings, investigate and respond to client escalations, lead process improvement initiatives to improve KPIs, conduct one-on-one coaching sessions, interview and select qualified candidates for agent positions, assist Group Manager in duties
Seniority
Mid-level, hands-on IC
