Team Leader

Job Title : Team Leader Operations - Travel Experience/GDS Mandatory
Reports to : Manager / Assistant Manager - Operations
Department : Operations
Location : Alabang, Philippines
JOB PURPOSE:
The purpose of this role is to manage all team and process related issues. This would entail team management activities including effective process control, monitoring voice standards, performance reporting, value innovation, and escalation resolution. The team size would be of agents on inbound calls/email
PRINCIPLE ACCOUNTABILITIES: EXPECTED END RESULTS & MAJOR ACTIVITIES
1. Adherence to Service levels - Ensure team meets and exceed Stipulated Timelines and Service level Agreements.
2. Coaching and Mentoring - Team Lead needs to monitor calls and provide regular coaching and mentoring to agents and track low performers in team.
3. Client - interactions – All deadlines set by client to be met
Team Lead may be required to be a part of Client Calls – Agent Focus Group ...