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Customer Support Team Lead
Step into the role of Team Leader where you'll lead a dynamic team of up to 15 Associates dedicated to providing exceptional customer service across various channels including email, voice, and chat.
Your mission is to ensure our team embodies expertise and consistently delivers
- notch service with accuracy and warmth.
As the guiding force, you'll provide support, mentorship, and
-
- day management while setting the standard for excellence.
Key Accountabilities:
- Orchestrating team operations within a contact center environment, specializing in premium support for leading international airlines, travel, and tourism sectors.
- Directing teams of up to 15 Contact Center representatives, including SMEs or Supervisors, to meet and exceed client expectations and SLAs.
- Coaching agents and Supervisors, fostering teamwork and individual growth.
- Balancing operational KPIs with a
- focused leadership approach, nurturing your team's potential and
- being.
- Engaging with clients and management to propose and implement performance enhancements and process improvements.
Escalating critical process or client needs while offering strategic solutions.
What's the offer:
- Competitive salary package, reflecting your expertise and contributions.
- Meal tickets
- Private medical subscription
- Reimbursement for public transportation subscription
- Exciting career growth opportunities within a globally renowned organization.
- Engaging projects with leading global brands, offering diverse and rewarding experiences.
- Supportive and collaborative work culture, fostering both personal and professional development.
What we're looking for:
- C1 level of one of these languages: German or Portuguese
- B2 level of English
- Demonstrated expertise in team management within similar environments, preferably in airlines, travel, or tourism sectors.
- Familiarity with booking software like Galileo or Amadeus is advantageous.
- Ability to thrive in dynamic environments, displaying flexibility and adaptability.
- Strong performance management and reporting skills.
- Independent,
- oriented, and
- centric mindset. - Minimum 2 years' experience as a Supervisor or Team Leader across diverse processes.
- EU Citizenship or Romanian residence card.
Don't miss this incredible opportunity! Apply now!
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