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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