- Provides regular supervision and mentorship over subordinate staff ( 10 – 15 agents ).
- Ensure regular and effective communication with subordinate staff on performance, goals, and coaching.
- Facilitates daily agent coaching and development sessions in both written and verbal format.
- Participates in operational related activities to include calibration sessions and project planning.
- Identify and address agent training needs.
- Manage program specific performance standards (i.e., AHT, Quality Scores, CSAT, VSF, etc.).
- Manage staffing in accordance with program specific workflow (i.e., down-staffing, up-staffing).
- Completion of weekly Team Manager Scorecard for review with Operations Manager.
2 years of experience as a Team Lead.Aviation Background with GDS knowledge either Amadeus – Sabre – Galileo.Considerable experience managing 10-15 employees in a supervisory role.Excellent oral and written communication skills.Strong interpersonal skills including the ability to provide constructive feedback in a manner that results in improved performance.Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives.Time management skills and computer proficiency (Microsoft office; excel, Ppt, etc.).Objectivity, professionalism, and maturity.Flexibility and demonstrated ability to adapt well in a changing environment.