01Responsibilities
Team development responsibilities, support team members in their daily tasks
Deliver training on the job, discuss & set personal targets with each team member
Monitor team: their behavior towards customers & colleagues, their problems or ideas
Evaluate team members: performance, mistakes, losses, creativity, strengths,
weaknesses, attitude
Discuss the teams performance (quality of their services, mistakes, productivity) with the
Assistant Manager and work on improvements whenever necessary
Organize & run regular team meetings and one-on-ones to groom team members
Assess received feedback from clients/colleagues
Prepare & discuss performance /report performance of day/week and special issues - quality wise with the
Manager
Discuss or escalate daily issues and report the day's Summary to the Manager
Ensure the teams effective functioning
Manage team members daily schedules and ensure assigned tasks are completed
Supervise attendance and ensure time adherence by all team members
Monitor Calls & Delegate cases as appropriate
Coach and mentor team members to grow in their role 2-3 years of experience in team handling in the respective travel
- Excellent communication skills
- Minimum 2 years of team handling experience in a contact center
- Well aware of the Key performance indicators and the calculations related to it
- Windows, MS Office, Google Applications (expert)
- Fluent in English - any additional language will be considered a plus
- Team player
- Preferred: GDS Experience (Amadeus, Sabre & Galileo)
- Qualification: Graduation or masters degree in Tourism, Business Administration, or a relative field
- Documents (Experience Letter) from the past two companies, HSC and Degree marksheet is mandatory
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