Team Lead- Travel
As a Team Lead you will be responsible for resolving daily inquiries from floor agents. The main focus of the position will be to act as the subject matter expert assisting travel consultants in resolving issues in a timely manner by using a variety of resources to effectively improve the performance of the team. You will be required to work effectively across all departments to ensure that information is captured and communicated appropriately for purposes of training and process improvement.
•Excellent written and verbal communication skills
•Strong problem solving skills
•Ability to approach problems logically
•Strong customer service focus
•Demonstrate personal ownership of tasks and follow through to get desired results.
•Planning - Skilled in determining whether tasks should be attempted, identifying the most effective way of completing the task, and preparing how to overcome unexpected difficulties
•Coaching - Develop and guide others in professional growth and performance enhancement through assuring clarity of goals, employing reflective listening skills and facilitating the generation of options and action planning.
•Performance Management Supervisory - Demonstrate ability to relate to, communicate with and motivate employees to sustain high performance and quality levels.
•Facilitation Skills - Maximize effectiveness of meetings by using processes and methods (such as brainstorming, coaching, problem solving, and process improvement) to identify meeting goals, encourage participation, minimize disruptive behavior and keep focused on task.
Knowledge, Skills and Abilities
•High School Diploma or equivalent experience, 4 year degree preferred
•1+ year experience in a travel agent role preferred
•1+ year leadership/Management experience with direct reports
•Must be proficient in Microsoft Office
•Experience in research and coach agent defects
•Experience with exchanges preferred
•Experience in team lead role
•Experience with Hotel modification processes preferred
•Must be able to work all shifts (7am-Midnight) 7 days a week. Shift Patterns/Work Schedule