Senior Team Coordinator
hace 4 semanas
About Exoticca
We're a pioneering online travel agency committed to creating life milestones. Our brand equity is built on delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.
Job Requirements
We're seeking a professional with 3+ years of contact center and/or customer service experience, including at least 3 years in a team leader, supervisor, or management role. Previous B2B experience is preferred, as is experience in the travel agency, airline, hotel, car rental, and/or hospitality industry.
Linguistic Skills
C1/C2 level English (verbal, reading, writing) is required, as is C1/C2 level Spanish (verbal, reading, writing).
Technical Knowledge
Minimum 2+ years of experience working with Amadeus and/or other GDS platforms is required, along with deep knowledge of Amadeus/GDS and Travelfusion operations and implementation. Familiarity with CRM, order management, and contact management systems and practices is a plus, as is Salesforce knowledge and experience.
Essential Skills
Master at communication, listening, and soft skills. Able to assess team needs and provide fast resolutions. Self-starter, self-managed, responsible, dedicated, and tenacious. Able to multitask, prioritize, and manage time effectively. Comfortable and competent in using multiple systems concurrently. Natural leader with the ability to inspire and motivate. Knows how to have fun, strive for success, and celebrate achievements. Comfortable working on a 24/7 rotating schedule basis.
Responsibilities
Manage a team of agents handling inbound and outbound telephone and email queries from B2B channel partner travel agents and Business Development Managers globally. Hit and exceed productivity, adherence, and quality KPIs. Monitor daily/weekly/monthly/quarterly performance to ensure departmental KPIs are achieved. Provide support and guidance to agents and serve as the primary escalation point. Carrying out regular 121s and coaching sessions with agents. Use data to propose processes, procedures, and/or product improvements. Define and suggest improvements for processes adapted for the B2B channel. Conduct transaction monitoring to assess the quality of the team performance and identify areas for improvement. Keep the team informed about various initiatives, targets, and performance metrics. Create and maintain a motivational and engaging team environment.
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