Job Title
Customer Support Supervisor
Purpose of the Role
Lead a team responsible for serving as Amadeus product users' point of contact and ensure timely resolution of reported product utilization
difficulties.
In This Role, You'll
- Oversight of direct reports in accordance with the organization's policies and applicable laws
- Motivate, collaborate and encourage high engagement including leading by example
- Personnel related issues, addressing complaints & resolving problems
- Provide mentoring, coaching and technical guidance to team members
- Assist in scheduling training for advancing technical and non-technical needs
- Responsible for any PCB activities such as ADP/time off, performance reviews and contribution to trend analysis for diciplinary action as necessary
- Reinforce proper case handling procedures are followed including high level of quality and appropriate case progression
- Track and monitor unresolved issues in accordance with Support escalation procedures and specifically communication internal and external
- Assist in identifying process and procedure improvements and general areas needing improvement within the department
- Plan, assign and direct work in collaboration with management
- Implement department measures for entire team to achieve daily, weekly, monthly and annual productivity and satisfaction goals including the reporting to provide trends on individuals and team basis
- Responsible to schedule resources in support of our Global follow-the-sun model
- Participate in interviewing and hiring
About The Ideal Candidate
- Graduate of any four year course.
- At least 2-5 years experience as Team Leader preferred
- Has experience working in a Customer Service. Hospitality industry is a plus
- Strong Analytical skills; Able to tell a story with data and metrics (experience in handling CSAT/NPS/VoC/other related metrics)
- Good communication skills - both written and oral.
- Has experience leading a team.
- Willing to report on-site.
- Can start ASAP.
Diversity & Inclusion
We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.