Senior Group Lead - Travel

LOCATION: CEBU CITY, PHILIPPINES

Job Description
Role Purpose
- The purpose of this role is to increase revenue, maximize process efficiency & cost-effectiveness, and ensure excellent customer experience, through effective supervision of daily operations and personnel, contract compliance, resource optimization and capability development within an account.

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- Responsible for managing team of TLs.
- Responsible for maintaining various matrices defined by the client.
- Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customer’s needs.
- Motivating team through effective management, career development & implementation of reporting mechanisms.
- Liaison with other areas of the company affecting technical support. One on One Relationship Management.
- Analysis of reports including process dashboards, team performance reports, initiating appropriate actions plans & initiate trainings.
- Manage attendance & attendance incentive for the team. Managing periodic shift level projects / initiatives & responsible for the administrative aspects of the group / shift.
- Mentor and assist new hires.
- Should have patience and not be overawed by difficult situations
- Handle customer complaints and provide resolution for escalated calls.
- Need to have sound customer service skills and soft skills with their prime focus being on customer satisfaction.
- Keep oneself and ensures one’s team is updated, aware of, and compliant to all Company policies and procedures which include Information - Security Management Systems.
- Ensure that all company information which includes customer information are kept confidential and secured.
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- Graduate of Any Course
- With 4-6 years relevant work experience.
- Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools.
- Excellent verbal & written communication & presentation skills.
- Good interpersonal and people management skills with good problem solving approach.
- Expert knowledge of service procedures.
- Good analytical skills for MIS, number crunching & reporting to internal and external customers.
- Ability to exercise managerial judgment and perform as a mentor.
- Demonstrated customer service skills.
- Leadership skills.
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*Mandatory Skills: Customer Service (Reservation)