Operations Team Lead

Lead and motivate a team of contact center agents, ensuring performance targets and service level agreements are consistently met or exceeded. Monitor and manage team KPIs, including call handling times, first call resolution, customer satisfaction scores, and other relevant metrics.

Conduct regular team meetings, share performance feedback, provide coaching and training as needed. Act as a point of escalation for complex customer inquiries or issues, demonstrating effective problem-solving skills and ensuring resolutions are achieved in a timely manner. Collaborate with other departments within the company to streamline processes and improve overall customer experience.

Assist in the recruitment, onboarding, and training of new team members.

Foster a positive and inclusive team culture, encouraging continuous learning and development.

Qualifications: Proven experience in a leadership or supervisory role within a high-volume contact center environment, preferably in the airline industry.

Strong understanding of airline operations, policies, and procedures.

Excellent communication and interpersonal skills.

Ability to work flexible hours in a 24-hour operation, including evenings, weekends, and holidays.

Proficiency in customer relationship management (CRM) software and contact center technology. Demonstrated problem-solving and decision-making abilities. Ability to remain calm and composed in high-pressure situations.