Tirane, ofroj vend pune Team Leader
About Fusion BPO: Fusion BPO is a premierBusiness Process Outsourcing company with 4000+ employees across theglobe. We have been in the outsourcing and right shoring business for14+ years. With a strong global workforce and 9 delivery locationsspanning across India, Philippines, USA, Canada, UK, Europe andCentral America, Fusion BPO provides services to marquee clientsacross the globe.
We are a NASSCOM member andhave PCI: DSS, HIPAA and other accreditations for our business,security and operational performance.
Position: Team Leader
Job Description:
We are a NASSCOM member andhave PCI: DSS, HIPAA and other accreditations for our business,security and operational performance.
Position: Team Leader
Job Description:
- Responsible to manage a team of Flight Reservations Executives
- Responsible for managing day to day operations and a team of Customer Service/ Tele-sales agents
- Maintain overall accountability to the customers by ensuring best in class service delivery.
- Understanding and proactively delivering on customer needs and expectations
- Strong coaching abilities to build expertise within team and set service delivery expectations with teams.
- Managing process improvement within the relevant customer and business constraints
- Resolving Customer queries, should have strong problem-solving skills
- Ensure customers are receiving appropriate support from all areas of the business
- Improve Customer Satisfaction and Net Promoter scores
- Deliver contractual services levels and KPIs for the process
- Monitor calls and transactions and able to provide feedback and coaching to agents
- Should be a Graduate and should have min. 5 years relevance experience in similar role.
- Candidate should have deep interest and passion for Travel industry,
- Hands-on experience of working on Amadeus or Sabre is desired
- Need to be well versed with Internet and Airport Codes
- Should have excellent communication and writing skills
- Must be aware of Travel terminologies
- Willing to work in Rotational Shifts.
- Managed a team of at least 15-20 customer service/ sales agents
- Can speak and write English at B2/C1 level and 1 European language (Italian or German) at C1/B2 level.
Interested candidates are invited to send their CV in English (Please use only the following format: https://europass.cedefop.europa.eu/editors/en/cv/compose ) in the e-mail address indicated below, specifying the position applied for:
albania.hiring@fusionbposervices.com