Team Lead Agent

Location: Gdynia, Gdynia
Posted On: 7/13/2017
Job Code: Team Lead Agent
Job Description
Centre Lead Agent’s role is to process transactions as well as be a subject matter expert for inbound and outbound voice support for airline schedule changes, including resulting ticket exchange and/or refund transactions. Duties include assisting with new hire on boarding, assisting agents with some customer escalations, running transactional volume reports and telecom statistical reports.

• To provide subject matter expertise to agents & Supervisors
• To act as a coach and mentor for agents
• To assist Supervisors in management of queue volumes
• To process PNRs
• Responsibility of a team of customer service agents
• Monitor and enhance the performance of the team in the areas of productivity, process adherence, customer satisfaction, schedule adherence, quality, customer and employee satisfaction/ development
• Communicate performance related indicators into the team and back to the Management
• Know & understand operational KPIs
• Responsible for aligned Quality and operational KPIs instructions and communications to their team
• Evaluate daily key performance indicators and identify areas of improvement
• Manage staff schedules in partnership with Workforce Management to ensure call-handling effectiveness to achieve client and company productivity goals.
Category:Non-IT  code:new
Job Requirements
• Minimum 2 years relevant experience in a Travel environment (Agency/Airline)
• Prior Contact Center experience
• Knowledge of airline basics, ticketing, ticket exchanges, ticket refunds and airline initiated schedule changes preferred
• Proficient in one or more Global Distribution Systems (GDS) Sabre, Amadeus preferred; native mode required)
• Proficient in Excel and Word
Customer Service SME on Travel and tours

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Contact Details
Abhishek Joshi