Customer Service Team Lead

Booking.com Customer Service Center (USA), Inc., one of the support companies in the United States, is looking for a Team Leader of Customer Service in the Orlando market. 

The Team Leader of Customer Service will be responsible for overseeing and leading a team of 10+ Customer Service Executives.

B.responsible

• Train, assist, and mentor new employees in the department;
• Provide team leadership to achieve identified performance metrics and targets;
• Through coaching and counseling sessions maintain and improve all areas of performance; productivity, quality and attendance;
• In collaboration with HR assist in the recruitment of new reservation agents;
• Translate, implement and enforce company policies, procedures, and priorities;
• Work with workforce management tools and business tools to monitor calls and emails to ensure schedules are achieved;
• Conduct performance appraisals and feedback sessions as needed;
• Delegate identified tasks as appropriate;
• Handle reservations/escalations as needed;
• Assist Operations Manager Customer Service;
• Service hotel partners with process, inventory availability, rates, and special offers;
• Resolve complaints/issues for both hotels and customers;
• Perform quality processes; email, procedures, phone skills.

B.skilled

• Associates Degree/Equivalent Job Experience required;
• 1 year minimum supervising/leading a team of 8 or more people, in a call center/contact center; environment. MUST have prior call center supervisory experience;
• Hotel/Hospitality/Internet/Travel Agency experience a plus;
• Experience in a high-growth organization strongly preferred;
• Must be available to work late 2nd shift which includes part of the weekend.

B.offered

We are a performance-based company that offers career advancement and lucrative compensation, including bonus and stock potential. We also offer what is called the “Booking Deal” with competitive benefits.