Our client is a well known reservation company operating across Europe.
As a Team Leader, you will be working in the Customer Contact Center and reporting directly to the CS Manager. Your main objective will be to motivate and lead the customer service team and main responsibilities will include:
- Lead and support a team of approximately 15 agents
- Effectively resolve escalated guest queries
- Identify, assess and resolve performance issues with team members
- Effectively manage conflicts and change with positive results
- Analyze, plan, organize, control and troubleshoot work activities and processes
- Build a strong sense of purpose and engage the team to work together to achieve common goals
- Suggest and identify areas of improvement
- Excellent level of English
- Bachelor/Master degree
- Managerial / Team Leader experience within a customer service support or customer-facing role (minimum 2 years)
- Experience with on-line platforms
- Extended Call Center experience
- Experience in hotel/travel industry is a plus
Soft Skills
- Enthusiastic and charismatic leader
- Exceptional communication and analytical skills
- Problem solver
- Sense of responsibility
- Independent and customer focused
- Proactive with hands on attitude
- Passion for customer care
- People oriented
Other
- Open for evening and weekend shifts
- Current resident of Barcelona
- Competitive salary + bonuses
- Experience in an international and creative environment
- Benefit Package (Health insurance, Pension plan discount)
- On site catered lunch + soft drinks,juices, coffee/tea
