Island Routes - Contact Center Team Lead | theenterprisebyir

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!

Island Routes - Contact Center Team Lead

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