Customer Service Team Leader_Travel App_HCM

• Ensure all agents are achieving their daily KPI’s in qualitative metrics
• Monitor scoring KPI statistics
• Isolate and identify areas of improvement on members performance
• Monitor daily reports from the supervisor
• Provide leadership, guidance, and support to the team members
• Handle major incidents that cannot be resolved by agents
• Accept and process special requests from customers as per SOPs
• Manage recurring meetings with team(s) to review performance
• Manage routing and payment method enablement as per available inventory defined by SOPs
• Ensure all cases are solved within the required timeframe following the company’s SOPs

•  
• Bachelor's degree or equivalent.
• Fluent in English
• Have 1+ year experienced as Customer Service Team Lead position
• Have knowlegde of KPIs metric in CS Contact Center
• Demonstrated problem-solving skills, strategic and analytical capabilities
• Result-oriented, problem solver, analytical skill, and customer-focused
• Disciplined and high motivated to motivate and encourage team for improvement

Nice to have

• Experience in BPO
• Experience in Tourism/Hospitality/Aviation/Accommodation