B2B Team Lead

hace 2 semanas

Barcelona, Barcelona, España Exoticca Travel Co A tiempo completo

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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