Customer Service Team Lead
- Employer
- Booking.com
- Location
- Orlando, Florida
- Salary
- Open
- Posted
- Jan 31, 2017
- Closes
- Apr 01, 2017
- Industry
- Hospitality
- Category
- Call Center, Customer Service
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.