Customer Service Team Leader
Core
Lead and manage a team of customer service agents to deliver exceptional service, meet SLAs, and ensure customer satisfaction for travel industry clients.
Role type
Customer Service Team Leader
Builds
Customer service operations and team performance for B2B travel clients
Domain
Travel / Hospitality
Deliverable
client delivery
Required skills
Team leadership, performance management, conflict resolution, data analysis, SOP development, recruitment support, rostering management
Preferred skills
Travel or hospitality industry experience, coaching and development, cross-functional collaboration
Technologies
Customer service software and systems
Responsibilities
Lead and manage a team of customer service agents; Monitor team and individual performance against KPIs; Conduct coaching sessions and provide feedback; Handle escalated customer inquiries and complaints; Collaborate with other departments to resolve issues; Develop and maintain standard operating procedures (SOPs)
Seniority
Mid-level management