Job description

Main responsibilities

Team coordination in a contact center focused on delivering high quality support dedicated to leading international airlines, travel and/or tourism players

Lead team(s) of up to 25 Contact Center representatives including Supervisors

Ensuring that the project assigned to you is functioning as per client expectations, meeting SLAs

Coaching a group of agents and their Supervisors, leading by example, helping them to perform as a team

Manage effectively by operational KPIs whilst playing as a leader focused also on your team human potential and needs

Interact with the client and management team, share performance improvement/process priorities proposals

Escalate superior process or client related needs to superior level together with suggested ways forward