Customer Service Team Lead with Dutch (hybrid)

Scurta descriere a companiei

IGT Solutions is a next-gen customer experience (CX) company, defining and delivering AI-led transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing end-to-end CX journeys across Travel and High Growth Tech industries.

Established in 1998, with a 100% focus on customer experience, IGT employs more than 25,000 customer experience and technology specialists providing services to 85 marquee customers globally. IGT’s global footprint consists of 30 delivery centers in China, Colombia, Egypt, India, Indonesia, Malaysia, Philippines, Romania, South Africa, Spain, UAE, the US, and Vietnam.

We provide digital contact center services, travel technology and innovative digital services and solutions for 100+ travel processes including Reservations and Sales, Customer Service, IROPS Management, Baggage Helpdesk, Crew Helpdesk, Chatbots, Robotic Process Automation, Travel Analytics and Social Media Services.

Cerinte

Fluent in Dutch (min. C1 level speaking and writing) and solid English knowledge are a must
Strong people and team management skills proven in similar roles or environments
Airlines, travel or tourism, BPO/SSC prior experience is a valuable advantage
Knowledge of booking software such as Galileo, Amadeus is a valuable advantage
Able to work in changing environments, where flexibility and quick adaptation are key for success
Good performance indicators and reports management abilities
Independent, problem solver and customer focused
Min. 2 years of experience as a Supervisor or Team Leader across min. two processes
Availability to work in fixed/rotational shifts (including night shifts)
We Offer
Work From Home / Office
Competitive salary package
Career growth opportunities within an international developing team

Responsabilitati

Team coordination in a contact center focused on delivering high quality support dedicated to leading international airlines, travel and/or tourism players
Lead team(s) of up to 25 Contact Center representatives including Supervisors
Ensuring that the project assigned to you is functioning as per client expectations, meeting SLAs
Coaching a group of agents and their Supervisors, leading by example, helping them to perform as a team
Manage effectively by operational KPIs whilst playing as a leader focused also on your team human potential and needs
Interact with the client and management team, share performance improvement/process priorities proposals
Escalate superior process or client related needs to superior level together with suggested ways forward

Alte informatii

Work From Home / Office
Competitive salary package
Career growth opportunities within an international developing team