Island Routes - Contact Center Team Lead
Montego Bay, St. James, Jamaica
Full Time
Contact Center
Mid Level
Contact Center Team Lead
Responsibilities/Requirements:
- Oversee the day-to-day operation and performance of the team, including Attendance, Adherence, and Quality.
- Running Reports on bookings to update confirmations received.
- Manage the end-to-end processing, documentation, verification, and upload of VIP Attraction bookings, including Butler VIP inclusions and monitoring communication with UVI.
- Assisting in the process of recruiting by interviewing potential candidates for various job openings within the Contact Center.
- Assist with training new hires and providing agent feedback to the Senior Supervisor.
- Maintaining a professional relationship with all third-party vendors’ management teams as a main point of contact for Island Routes pre-bookings, particularly vendors in Jamaica.
- Maintaining operational efficiency by ensuring that an adequate number of agents are staffed at the right time.
- Monitoring staff availability for the intake of calls throughout each day.
- Updating documents necessary for task completion, including but not limited to department SOPs, reports, and trackers.
- Dispersing the necessary documents, links, and resources to all agents for their task completion.
- Review of agents’ end-of-day reports.
- Submitting monthly reports to the Operations Manager detailing incidents and discrepancies (missing information emails to UVI, Stop Sells, Invalid flight details, etc.)
- Substituting in the absence of other Team Leads, i.e., vacation leaves, leaves of absence, sick days, etc.
- Reporting and documenting agents for acts of misconduct and noncompliance, such as poor attendance/adherence, incomplete tasks, and insufficient performance.
- Assisting the Guest Experience Team in investigating UVI related issues, queries, and disputes regarding all items under VIP Attractions.
- Coordinate pre-set staff schedules and lunch times based on business needs by liaising with the Management team.
- Conduct regular team meetings with assigned agents and other team members.
- Identify training needs or knowledge gaps for new and/or existing employees and provide feedback and coaching to prepare, grow, and retain employees.
- Be a liaison between Senior Management and team members to ensure open lines of communication, policies and procedures are being adhered to accordingly.
- Perform weekly call monitoring and evaluation of task assignments and completion.
- Gain and display expert-level knowledge on Products and Services so that adequate guidance can be provided to employees.
- Contribute to knowledge sharing by creating, updating/ maintaining Standard Operating Procedures (SOPs).
- Ensure proper documentation for coaching and development and/or corrective actions taken pertaining to agents’ performance.
- Participate in monthly Manager’s meetings.
- Other duties assigned by management.
Qualification:
- Minimum of 1 year of experience in a similar capacity.
- Excellent interpersonal, written, and verbal communication skills.
- Solution-oriented and highly computer literate.
- Proven working knowledge of calibration of quality standards.
Specific Knowledge & Skills Required:
- Must have excellent written and oral communication skills.
- Must be able to multitask and have Project Management Skills.
- Excellent decision-making skills, ensuring company standards are met and upheld.
- Must be organized and detail-oriented.
- Must be self-motivated, work well under pressure, and be a quick learner.
- Ability to work on own initiative.
- Must be able to develop/maintain constructive working relationships internally and externally.
- Must exhibit integrity, professionalism, and good deportment at all times.
- Must handle sensitive information with confidentiality.
- Must be adaptable and open to a flexible work schedule.
Please Note: Only Shortlisted Candidates Will Be Contacted. Thank You For Your Applications!
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