Etraveli Group
Website:
etraveligroup.com
Job details:
Position Overview
The Second Line Team Leader has two distinctive responsibilities: managing each and every individual in their team and the team as a whole. The team leader’s key objectives are to motivate and inspire their team members, set high standards for performance and values, validate eff orts and contributions and ensure cooperative interaction, team members engagement and high performance in a trusting and respectful work environment. A Team Leader supervises the Travel Agents, provides them with direction or additional support to meet company goals, funnels information to and from his/her team as well as to other managers and departments. In addition, Team Leader tracks daily information for their team and uses a variety of company-provided resources to report on a daily, weekly and monthly basis to their superiors. Other duties include running meetings with team members and of course assisting in personal development. This role requires a person with advanced knowledge of designated refund workflows, department KPI and SLAs and the ability to communicate eff ectively with team members and Managers.
This position reports to the Second Line Manager.
Responsibilities
The Role:
Ensure team’s effective operation
- Monitor the assigned queues and SLA compliance
- Design team members daily schedule (working hours, assigned task, etc)
- Keep the team focused and on track
- Provide guidance to the team based on management objectives
- Ensure the services provided to the customer are of high quality
Provide team leadership and coaching
- Create an environment based on trust, open communication, creative thinking and cohesive team effort.
- Lead by setting a good example
- Support team members on their daily tasks and ensure they have the necessary training to eff ectively participate in the team
- Facilitate problem solving and collaboration
- Intervene when necessary to help team in resolving issues
- Evaluate team members in terms of performance, creativity, strengths, weaknesses, attitude and provide feedback to agents
- Organize team & one on one meetings on a regular agreed basis and establish meeting times, places, agendas
- Discuss & set personal targets with each team member
- Manage teams hygiene and set up governance across
- Support the personal development of team members
- Recognize and celebrate both team and team member accomplishments/exceptional performance
Interact with Managers
- Discuss and/or escalate issues which cannot be resolved by the team/leader
- Provide status reporting of team activities according to the program plan or schedule
- Assess feedback received from clients/colleagues and forward to managers
- Work with managers to obtain necessary resources or equipment to support team’s needs
- Constantly improve and automate operating procedures and processes together with managers
Requirements
- Should have knowledge of Refunds - GDS/LCC/NDC, Claims or NSR
- Is a team leader, coordinator (Min: 6 Months) or Specialist
- Minimum 18 months in the current role, only exception is coordinator with minimum 6 months in the current role
- Excellent written and verbal communication skills in English
- Experience in coaching or/and people management
- Experience working with KPIs and deadlines
- Experience in analyzing data and producing reports
- Excellent knowledge of Department tools & Systems
- Self-driven, proactive and results oriented
Critical Competencies
- Playing to win
- Accountability & cooperation
- Urgency to be excellent
- People management skills
- Strong communication with organizational skills
- Strong GDS knowledge
- Shifts/weekends should not be a constraint
- Ability to self-motivate and take initiative
- Emotional maturity, Empathy and Patience
- Analytical and data driven thinking
- Attention to detail
- Ability to manage change and work under pressure
Click on Apply to know more.