Travel Team Leader (Operations)

IGT Technologies Philippines Inc.; Muntinlupa; On-site; PHP 446,000 - 781,000; Full time

Job summary

IGT Technologies Philippines Inc. in Manila is seeking a Team Lead to manage 20-25 agents, monitor calls, coach for improvements, and ensure adherence to service levels. This onsite role focuses on performance tracking and escalation handling within a Travel/BPO environment.

The ideal candidate has 2–3 years in a supervisor or TL role in a Travel BPO, strong MS Excel skills, and is ready to work full-time on-site with rotating shifts to meet business needs.

Qualifications

• Preferably college graduate but can accept college undergraduate.
• With 2-3 years in supervisor or TL role in a BPO Operations setup with Airline or Travel.
• Knowledgeable in computer MS applications & Excel.
• Preferably with experience in Travel BPO/TravelAgency & hands-on experience in travel bookings and changes.
• Amenable to work full-time onsite and shifting schedule.

Responsibilities

• Team Lead needs to monitor calls and provide regular coaching and mentoring to agents and track low performers in team.
• Team Lead to re-enforce and drive all product related updates in team and handle escalated calls.
• Team Lead has to download and maintain CMS reports–related to team staffing, AHT–track occupancy adherence and ensure discipline in team.

Skills

Team leadership

Coaching

Performance monitoring

BPO experience

Travel industry knowledge

Education

College graduate preferred

Tools

MS Excel

MS Office

Job description

JOBPURPOSE:

Thepurposeofthisroleistomanageallteamandprocessrelatedissues.Thiswouldentailteammanagementactivitiesincludingeffectiveprocesscontrol,monitoringvoicestandards,performancereporting,valueinnovation,edescalationresolution.Theteamsizewouldbeof20-25agentsoninboundcalls/email.

JOBFUNCTION/RESPONSIBILITIES:

• TeamLeadneedstomonitorcallsandprovideregularcoachingandmentoringtoagentsandtracklowperformersinteam.
• TeamLeadhastore-enforceanddriveallproductrelatedupdatesinteamandhandleescalatedcalls.
• TeamLeadhastodownloadandmaintainCMSreports–relatedtoteamstaffing,AHT–trackauxadherenceandensuredisciplineismaintainedinteam.

JOBQUALIFICATIONS:

• Preferablycollegegraduatebutcanacceptcollegeundergraduate
• With2-3yearsinsupervisororTLroleinaBPOOperationsset-upwithAirlineorTravel
• KnowledgeableincomputerMSapplications&Excel
• PreferablywithexperienceinTravelBPO/TravelAgency&handsonexperienceintravelbookingsandchanges
• Amenabletoworkfulltimeonsiteandonshiftingschedule.