Prezentare generala
We are recruiting on behalf of our client, a leading strategic partner for more than 20 Global Airlines, plus OTAs, travel technology providers etc. The Romanian hub will offer contact centre support for one particular airline, core in Europe, but worldwide coverage.
As their new Supervisor (Subject Matter Expert) you will lead a team aiming for top customer service delivery on
multiple channels – email, voice. The overall goal is to ensure our team is knowledgeable and delivers
top customer service in an accurate, courteous and constant manner. You will be the leader offering
support, guidance and day to day management to your team members, as well as being a role model for
your crew.
Main responsibilities
Team coordination in a contact center focused on delivering high quality support dedicated to
leading international airlines, travel and/or tourism players
Lead a team of up to 15 Contact Center Representatives
Ensuring that the project assigned to you is functioning as per client specifications and all your
team members are performing at set standards
Coaching a group of agents, leading by example, helping them to perform as a team
Perform Quality Control for the assigned project team
Interact with the client, share feedback on process priorities
Escalate superior process or client related needs to superior level together with suggested ways
forward
Your Profile
Fluent in German (min. C1 level speaking and writing) and solid English knowledge are a must
Strong people and team management skills proven in similar roles or environments
Knowledge of booking software such as Galileo, Amadeus is a valuable advantage
Able to work in changing environments, where flexibility and quick adaptation are key for
success
Good performance indicators and reports management abilities
Independent, problem solver and customer focused
Min. 2 years of experience as a Supervisor or Team Leader across min. two processes
Airlines, travel or tourism, BPO/SSC prior experience is a valuable advantage
Availability to work in rotational shifts (including night shifts)
We Offer
Work From Home
Competitive salary package
Career growth opportunities within an international developing team
