Job Overview:
We are seeking an experienced and results-driven team leader for our International Travel Process call center operations, serving customers in Australia, New Zealand, and the UK. The ideal candidate will lead a team of customer service agents, ensuring outstanding service delivery, operational efficiency, and high customer satisfaction across multiple time zones.
Roles & Responsibilities:
- Lead, coach, and manage a team of call center agents handling travel-related queries and bookings for customers in Australia, New Zealand, and the UK or any other international experience.
- Handle escalations and resolve customer issues with professionalism and efficiency, particularly related to international travel.
- Conduct regular training sessions to keep the team updated on international travel regulations, visa processes, and destination guidelines.
- Collaborate with the workforce management team to ensure optimal staffing for peak hours and time zone variations across regions.
- Develop action plans for improving team performance and addressing individual development needs.
- Report on team performance, KPIs, and process improvements to senior management.
Skills & Qualifications:
Education: Bachelors degree or diploma in a related field (travel/tourism is a plus).
Experience: Minimum of 6-8 years in a call center environment, with at least 2-3 years in a leadership or supervisory role managing international travel processes. Experience in Australia, New Zealand, or UK markets is highly preferred.
Communication Skills:
- Excellent verbal and written communication skills in English. Experience handling international clients is essential.
- Leadership Skills: Proven ability to lead and mentor a team, driving performance and professional development.
- Customer Service: Strong customer service orientation, with experience in handling escalations and complex international travel issues.
- Problem-Solving: Ability to make quick, effective decisions and resolve issues under pressure, particularly for international travel disruptions.
- Technical Skills: Familiarity with CRM systems, call center technologies, and Global Distribution Systems (GDS) such as Galileo (Travelport), Amadeus, and Sabre.
- Flexibility: willingness to work in rotational shifts, covering Australia, New Zealand, and UK time zones, including weekends and holidays.
Preferred Skills:
- Expertise in international travel processes, visa requirements, and customer handling for disruptions (e.g., cancellations, schedule changes).
- Knowledge of market-specific customer service standards for Australia, New Zealand, and the UK