Team Leader - BPO - Travel

Job Description:

- Provide information and analysis to organizational strategic plans and reviews.

- Prepare performance reports by collecting, analyzing, and summarizing data and trends.

- Implementing strategies and operations; improving systems and processes; Determine operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses

- Responsible for developing, analyzing, evaluating, delivering and interpreting our Call Center key metrics. This includes presenting the metrics in an understandable and use able format to share with our Call Center and the Leadership teams.

Requirements :

Skills/Qualifications : Customer Focus, Customer Service, Verbal Communication, Problem Solving, People Skills, Teamwork

- Solid understanding of Microsoft tools

- Should have an analytical bent of mind with experience in creating reports using data extracted from systems and tools.

- Analyze trends within assigned operations, including call volumes; call patterns, staff productivity, and resource allocation.

- Must be able to analyze key metrics for driving productivity and quality.

- Excellent communication skills - written, verbal and listening

Job Level Specific Duties :

- Assists management on assessing team quality, productivity and goal achievement.

- Acts as a mentor, coaches and supports staff in performing daily duties.

- Supervises team ensuring highest quality of service is provided to customers.

- Monitors performance of team and reports results and issues to higher-level leadership.

- Leads the resolution of escalated customer or account issues.

- Responsible for career development / planning, performance and pay discussions of team members