TEAM LEAD

Job Description

Job brief: We are currently seeking a dynamic and experienced Team Lead who will manage the performance and delivery of a team of Contact Centre agents. Responsible for coaching, motivating and achieving team & individual targets including compliance with set standards and procedures to optimize guest satisfaction, achieve revenue and customer service targets. Job Responsibilities: • Coach, develop, and manage the performance of a team of agents within the contact center to achieve revenue and customer service targets in support of our overall departmental targets. • Ensure that team and individual agent performance is at the required standard and maximize the productivity of each individual member. Conduct monthly performance management reviews (one to ones) ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management • Monitor team compliance to set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, etc.) for inbound calls and back office across all markets/functions in order to ensure guest confidence, satisfaction and loyalty in met. • Conduct regular team briefings to ensure team members are kept up to date on EY products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance self and team’s technical skills • Ensure that all guest complaints or queries received directly via escalation or from other departments are objectively investigated and are responded to in a timely manner and either where appropriate, recommend or personally take corrective action. • Ensure you and your team maintain data protection and confidentiality for both Etihad and guests. • Liaise with other internal contact center teams (e.g. Operations, People support, Quality etc.) regarding issues/areas of common interest. • Liaise with other departments in the company (e.g. CRC, airports, E-commerce, pricing) on ad-hoc basis to ensure smooth functioning of all processes Key Dimensions & Related Job Results: • Direct reports upto 15. Operating Environment: • Operates within a fast moving environment; shifting work pattern; may be required to work outside regular hours to support business needs. Preferred Qualification