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

Your Profile

Fluent in German (min. C1 level speaking and writing) and solid English knowledge are a must

Strong people and team management skills proven in similar roles or environments

Airlines, travel or tourism, BPO/SSC prior experience is a valuable advantage

Knowledge of booking software such as Galileo, Amadeus is a valuable advantage

Able to work in changing environments, where flexibility and quick adaptation are key for success

Good performance indicators and reports management abilities

Independent, problem solver and customer focused

Min. 2 years of experience as a Supervisor or Team Leader across min. two processes

Availability to work in rotational shifts (including night shifts)

We Offer

Work From Home

Competitive salary package

Career growth opportunities within an international developing team

Company details

IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domains.

Established in 1998, with 100% focus on customer experience, IGT employs more than 13,500 customer experience and technology specialists providing services to 75 marquee customers globally.

IGT’s global footprint includes 19 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Spain, Colombia and the USA.

Currently IGT proudly serves 4 of the top 5 world’s biggest airlines, 15 leisure & hospitality leading players and 35 technology companies