B2B Team Lead
hace 4 semanas
At Exoticca Travel Co, we're seeking a highly skilled B2B Team Lead to join our dynamic team. As a key member of our sales team, you will be responsible for leading a team of B2B Agents handling partner sales and support queries.
Key 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.
Requirements:
- Minimum 2 years of contact center and/or customer service experience.
- At least 2 years in a team leader, supervisor, or management role.
- Previous B2B experience is preferred.
- Experience in the travel agency, airline, hotel, car rental, and/or hospitality industry is highly preferred.
Linguistic Skills:
- C1/C2 level English (verbal, reading, writing) required.
- C1/C2 level Spanish (verbal, reading, writing) required.
Technical Knowledge:
- Minimum 2 years experience working with Amadeus and/or other GDS platforms.
- Deep knowledge of Amadeus / GDS and Travelfusion, on the operations and implementation part.
- Familiarity with CRM, order management, and contact management systems and practices is a plus.
- Salesforce knowledge and experience are highly desired.
Education:
- Bachelor's degree in hospitality, travel, tourism, or any related field is preferred but not essential.
Essential Skills:
- Master at communication, listening, and soft skills.
- Able to assess your team's needs and provide appropriate 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.
- A 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.
- Comfortable and competent in prioritizing tasks and activities.
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