Team Coach | Performance Coach
Aims Community College
Spain - Barcelona
hace 4 días

People

  • Act as the People Leader for all Travel Counselors in the team
  • Complete Compas (Service Metric Tracking system) Journals in line with the Coaching cycle
  • Coaching provide regular, documented coaching to team members, ensuring all are meeting or exceeding performance targets
  • Monitor, review and coach on Compas and other KPI metrics at the individual and team level
  • Investigate service and quality errors, provide coaching and feedback
  • Make decisions on performance ratings and compensation
  • Manage underperformance on a timely basis, engaging the employee when developing Performance Improvement Plans and formal warnings, working in partnership with HR as applicable
  • Facilitate ongoing account specific onboarding / training for new team hires after the initial centralized Traveler Care training program is complete
  • Customer

  • Represent Traveler Care for all new business - providing input to new business bid processes, quarterly business reviews and the service model
  • Participate in client meetings with commercial client management partners as required
  • Research and resolve with commercial partners on client service escalations, assist with strategy, messaging to the team and client as necessary
  • Analyze and act on CSAT performance, identify actions and communicate results
  • Document and update the necessary systems and tools with client policy changes
  • Accountable for team upskill on changes to Client travel policies
  • Quality / Financial

  • Engage with Commercial internal partners and clients to deliver exceptional traveler care, ensure client performance goals are achieved, and manage and deliver strong traveler and arranger experience.
  • Work with leadership to ensure client program is delivering high quality, efficient and effective servicing results, including :
  • Have a network or enterprise minded view
  • Flexible to service multiple clients
  • Work on a rotational basis to deal with client cover
  • Share information, achievements and issues with other Team Coaches
  • Monitor errors (CSI / Debit Memos) in internal systems such as Travel Force’ to confirm closure and return to service level expectations
  • Work in collaboration with the Team Operations role to achieve client service level consistency per the contract and ensure client expectations are met or exceeded
  • Call listening as required, to ensure employees are adhering to minimum service and compliance standards and to validate any disputes or service issues
  • Skills and experience

  • People Leadership
  • Passion for coaching with excellent questioning and listening skills
  • Solution orientation, coaching employees to find their own solutions
  • Relationship building and management
  • Customer services focus
  • Focus on customer and data driven decision-making
  • Travel Management Company tools & systems, Global Distribution Systems, and more
  • Experience working in a client first environment
  • Experienced in meeting and achieving financial metrics and service targets
  • High volume, rapidly changing and demanding service environment
  • Business Travel or Travel Services desirable but not essential
  • Qualifications

  • No specific requirements, relevant qualifications welcomed
  • Spain - Barcelona

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