Travix - Job details
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Customer Service Team Manager

Team Manager Customer Service

Travix (part of TRIP.com) is one of the leading global online travel agencies managing an extensive portfolio of travel-focused websites operating under the brand names CheapTickets, BudgetAir, Flugladen and Vayama. All our brands provide both search and book capability for flight combinations worldwide on both legacy and low-cost airlines. In addition, our booking websites offer attractive pricing for hotels, rental cars and other ancillary products such as insurance, airport parking & transfers.  We operate our five brands in over 40 countries; employ more than 550 people from over 50 different nationalities worldwide.

For our office in Bangalore, we are looking for a full-time Team Manager Customer Service 

As a Team Manager, you are the director of your team. You know exactly what they are capable of and you are continuously supporting them to improve their performance. You are using the Lean Six Sigma methodology.

You are coaching & motivating your team. You are in close contact with Quality Assurance & Learning & Development to ensure your team’s continuous improvement. And thus you are contributing to the overall performance of the contact centre.

Your Responsibility

  • You analyse your team’s performance on a daily, weekly & monthly level based on their productivity & quality scores. 
  • You are using the Lean Six Sigma methodology for establishing, monitoring & capturing action plans
  • You keep an extensive administration of your team to monitor the continuous improvement. 
  • You identify areas of improvement and underlying root causes for your agents
  • You connect with Learning & Development & Quality Team for support in performance improvements
  • You conduct monthly coaching sessions, based on the agent's performance using the performance grid calculator.
  • Leads by example, is actively visible on the floor (90% of work time) and in contact with employees, actively communicates with the team and captures the unspoken thoughts and dynamics.
  • Motivates and empowers staff through effective, personalized and open communication, excellent leadership, regular performance feedback and teambuilding, in order to maximize employees’ satisfaction.

 

What you bring to the table

  • Graduate or Post Graduate.
  • Experience in the travel industry. Knowledge of Amadeus is a plus
  • Lean Six Sigma Yellow/Green belt certified is a plus
  • Great communication skills, friendly, outgoing and customer-friendly personality.
  • Excellent written and verbal communication skills in English.
  • Energetic and positive mindset

What you can expect

  • Opportunity to work in flexible working.
  • Attractive rewards and benefits.
  • Supportive team, international and friendly environment.
  • Opportunity to develop

Interested?

Of course, you are! Do you recognize yourself in the above profile, we look forward to receiving your application by clicking the “apply now” button.

 

Apply now
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