Team Leader

• Team coordination in a contact center focused on delivering high quality support dedicated to leading international airlines, travel and/or tourism players
• Lead team(s) of up to 25 Contact Center representatives including Supervisors
• Ensuring that the project assigned to you is functioning as per client expectations, meeting SLAs
• Coaching a group of agents and their Supervisors, leading by example, helping them to perform as a team
• Manage effectively by operational KPIs whilst playing as a leader focused also on your team human potential and needs
• Interact with the client and management team, share performance improvement/process priorities proposals
• Escalate superior process or client related needs to superior level together with suggested ways forward

How can you make an impact:

• 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
• Airlines, travel or tourism, BPO/SSC prior experience is a valuable advantage
• 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
• Availability to work in rotational shifts (including night shifts)