Team Lead
hace 14 horas
The Traveler Support Center Lead is responsible for managing all task specific activities within an assigned shift for a team of Traveler Support Center Representatives. Additionally, this includes assignment of appropriate resources to ensure 100% customer satisfaction for each customer served by the Traveler Support Center.
Job Responsibilities:- Respond to calls from CLC Lodging travelers who are unable to stay in their regular hotel, identify acceptable alternative hotels and reserve rooms.
- Assist travelers and hotels when a traveler is having difficulty checking into a hotel.
- Assist hotels when a travelers’ payment card is declined.
- Promote additional CLC services to hotels (Payment services, Electronic Commerce, Rate Loading).
- Counsel Traveler Support Center Representatives on immediate concerns that arise during the shift.
- Train, motivate, develop and coach a team of Traveler Support Center Representatives.
- Provide input on each team member’s progress for the purpose of performance evaluations.
- Assist with scheduling, allocating work-loads, establishing goals, benchmarks, monitoring progress versus established goals.
- Identify concerns and communicate them to the Travel Service Center Manager.
- Perform other duties or tasks as assigned by the Travel Support Center Manager and/or Vice President, CLC Shared Services.
- Superior verbal and written communication skills; excellent interpersonal skills.
- A strong background in customer service.
- Minimum three years supervisory and/or management experience in a call center or business environment.
- Associates degree or equivalent preferred.
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