What You’ll Do
As a Team Manager, you will lead, inspire, and develop a team of customer service professionals supporting a global travel account.
Key Responsibilities:
- Drive Team Performance: Lead a team to meet and exceed KPIs (CSAT, AHT, SLA, Quality, Productivity)
- Coach & Develop Talent: Provide consistent feedback, coaching sessions, and performance improvement plans
- Deliver Business Results: Analyze reports, identify trends, and implement data-driven strategies
- Client & Stakeholder Management: Build strong relationships and ensure alignment with client expectations
- Operational Excellence:
- Manage queues, workflows, and daily operations
- Conduct root cause analysis (RCA) and implement corrective actions
- Lead continuous improvement initiatives
- People Management:
- Manage attendance, attrition, and shrinkage targets
- Foster a positive and engaging team culture
