As a Team Leader you will be responsible of coordinate and give support to the team and the project operations manager with regards to customer specific process, procedures and applications.
Coach and develop new agents in the reception of calls
Able to coach and mentor team members
Prepare all agents to give an answer to customers in sometimes complex to solve situations
Identify performance and behavioral points in agents and develop objectives to improve
Planning and identification of team training / coaching needs through quality assurance programs
Assure all agents have the same level of development
Work with the client to make sure all processes are being controlled and all agents are following them
Identify the issues anticipating clients complaints
Permanently in touch with the client in regards to the new product, technical issues or any other aspect of the Project to be always informed of changes and updates
Give support to OM : report / organize conference calls / plan clans.
Support and coach agents
Assist team and company meetings
Our offer :
25.000 € gross / year + up to 3.000 € gross / year in bonus
Full time shift : 39 hrs / week, Monday to Friday 09 : 00-18 : 00
Real possibility to grow within the company
International working environment
Documented experience from the travel business airport, airline, travel agency or similar
Native in German and fluent in English
Minimum 2 years GDS experience
Detail oriented and flexible
Quick learner and a team player
Excellent written and verbal communication skills in English
Great initiative, a hands-on attitude, decisiveness and a results-driven mentality
The recruitment processes and people involved in them (both recruiters and Project Managers) will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, race, religion and sexual orientation.
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