Job Description
The Contact Centre Team Leader plays a key role in managing and guiding a team of customer service and sales agents, ensuring the delivery of exceptional passenger service while driving sales performance. This role is responsible for monitoring daily operations, coaching team members, handling escalated customer issues, and ensuring compliance with airline policies and industry regulations. The ideal candidate will be a strong leader with a customer-centric and sales-driven approach.Key Responsibilities:Leadership & Team Management:Supervise, mentor, and motivate a team of Contact Centre Agents to meet performance targets and service quality standards.Monitor real-time team performance, providing feedback and conducting coaching sessions to enhance efficiency and service delivery.Ensure all team members adhere to airline policies, regulatory requirements, and customer service best practices.Manage shift schedules, workload distribution, and staffing to ensure optimal call center coverage.
Responsibilities + Skills
Education
Strong leadership and team management skills.Excellent verbal and written communication abilities, with a professional and customer-focused approach.
Experience
2+ years of experience in a contact centre environment or customer service role, with at least 6 months in a supervisory or leadership position.Proven ability to lead teams, manage performance, and drive sales results.
