[MGM-0343] Customer Service Team Leader

We are seeking a talented individual to join our team as a Customer Service Team Leader. You will play a critical role in guiding, mentoring, and inspiring a diverse customer support staff. The ideal candidate will have a proven track record in customer-facing roles, monitoring productivity, and a history of driving continuous improvement initiatives within a dynamic work environment.

Key Responsibilities:

1. Lead, coach, and evaluate a team of customer support staff, conducting regular performance evaluations and providing constructive feedback to foster growth and development.
2. Design and implement innovative strategies to optimize daily operations, ensuring high efficiency and effectiveness in meeting Service Level Agreements (SLAs), including adapting the team's schedules to provide coverage.
3. Continuously monitor workflow, identify areas for improvement, implement process enhancements, and use data-driven insights to improve productivity and meet SLA metrics.
4. Act as the primary point of contact for clients, maintaining strong relationships and proactively addressing their needs and expectations.
5. Monitor performance metrics and generate detailed reports for senior management and clients to ensure operational excellence.
6. Identify and mitigate potential risks, ensuring compliance with data protection policies and other operational safeguards.

Qualifications:

1. Proficient in both written and spoken English.
2. A minimum of 2 years experience in the Customer Service field.
3. Background in the travel and aviation industry is a plus, but not required.
4. Strong leadership skills, with the ability to inspire and motivate teams to achieve objectives.
5. Excellent communication and interpersonal skills, with a pleasant and approachable demeanor.
6. Analytical mindset with a talent for interpreting data and metrics to guide decision-making and process improvements.
7. Ability to excel in a fast-paced, high-pressure environment, with strong problem-solving capabilities.
8. Proactive in identifying and suggesting solutions to improve team productivity.
9. Willing to work with flexible shifting arrangements.