Deskripsi Pekerjaan
Are you an experienced BPO leader with a passion for aviation and excellence in customer service? Lufthansa Service Philippines is expanding our talent pool for Team Leader positions. In this pivotal role, you will be the driving force behind a team of Customer Service Consultants, ensuring that our airline partners receive world-class support. You will be responsible for fostering a high-performance culture, mentoring agents, and ensuring operational excellence across all KPIs.
We are looking for leaders who thrive in fast-paced environments, possess strong analytical skills, and are dedicated to elevating the passenger experience. If you have a background in the airline or travel BPO sector and are ready to take your career to new heights with a global leader in service excellence, we want to hear from you.
Tanggung Jawab
- Provide daily leadership, coaching, and motivation to a team of Customer Service Consultants to ensure targets are met.
- Monitor team performance metrics, including AHT, CSAT, and QA scores, implementing improvement plans where necessary.
- Conduct regular 1-on-1 performance reviews and career development discussions with team members.
- Manage attendance, scheduling, and real-time operational issues to ensure seamless service delivery.
- Serve as the primary point of contact for complex customer escalations and process troubleshooting.
- Ensure full compliance with airline policies, safety protocols, and company service standards.
- Prepare regular performance reports for management, identifying trends and recommending process improvements.
Kualifikasi
- Proven experience as a Team Leader within the BPO industry, specifically supporting Airline or Travel accounts.
- Strong understanding of contact center operations, workforce management, and quality assurance processes.
- Excellent communication skills in English, both verbal and written.
- Demonstrated ability to lead, influence, and mentor diverse teams in a high-pressure environment.
- Proficiency in CRM tools and contact center management software (e.g., Avaya, Genesys, or similar).
- A proactive, solution-oriented mindset with the ability to handle escalations professionally.
- Flexible to work in shifting schedules, including weekends and holidays as required by the aviation industry.