Business Travel Team Leader

Traveler Experience (TX) is seeking for a Team Leader who will provide leadership and coaching to a team of travel counselors

• Drives change and employee engagement through effective communications 
• Use data to monitor counselors’ activity and trends to provide ongoing performance feedback for delivery of excellent customer experience
• Business Leader
• Coordinates and facilitates basic management approaches for work scheduling, prioritizing, and process execution for day-to-day work
• Assists with onboarding of new employees and coaching
• Take ownership of potential customer issues. Be proactive in preventing errors, taking action where possible to lessen or avoid any impact on the customer and CWT
• Monitoring Counselors. Call & email quality. Feedback, actions, follow up
• Take ownership of your team’s performance in relation to promoting CWT Preferred Suppliers, fares, hotels, ensuring they are adequately trained to confidently cross-sell, add value and highlight the benefits of securing a booking
• Ensure the team is following the standard booking procedures to adhere to company requirements relating to all CWT applications by monitoring reports that provide feedback with regards to the team performance.
• Increasing expertise, skills and accuracy of employees and teams – staying technically up to date with customer tools / systems & proposing modifications for improvement – Share & train best practices. Reading and utilizing CWT learning tool in HR application 

Experience

• 4+ years working in a customer service environment this is important for this role as they will be dealing with VIP clients so the service must be end to end.
• Contact center experience preferred
• Travel industry experience essential
• 5+ years on Amadeus GDS essential

Knowledge, skills and abilities (KSAs)

• Excellent verbal and written communication skills
• Expert knowledge of customer service satisfaction requirements
• Strong problem solving skills