Team Lead - Travel Airline (Voice - BPO)

Qualifications:

• Undergraduates/Graduates with 2 to 3 years of work experience as a Team Leader
• Should have patience and not be overawed by difficult situations
• Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction
• Good working knowledge of computer i.e., MS-Office, Operating Systems, internet services & Online tools
• Excellent verbal & written communication & presentation skills
• Good Interpersonal & people management skills with good problem solving approach.
• Expert knowledge of service procedures
• Good analytical skills for MIS, number crunching & reporting to internal & external customers

Roles and Responsibilities:

• Responsible for managing team of associates
• Independently handle, assist the customer to determine problems and provide resolutions on any customer care issues & service problems, coordinate escalations, assess customers needs
• Motivating associates through effective management, career development and 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 and team performance reports.