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

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