As our new Team Leader you will manage a team of up to 25 Associates aiming for top customer service delivery on multiple channels – email, voice, chat. The overall goal is to ensure our team is knowledgeable and delivers top customer service in an accurate, courteous and constant manner. You will be the leader offering support, guidance and day to day management to your team, as well as being a role model for your crew.
Main responsibilities

• 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

Your Profile

• 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

We Offer

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

About us:
IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domains. Established in 1998, with 100% focus on customer experience, IGT employs more than 13,500 customer experience and technology specialists providing services to 75 marquee customers globally. IGTs global footprint includes 19 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Spain, Colombia and the USA. Currently IGT proudly serves 4 of the top 5 worlds biggest airlines, 15 leisure & hospitality leading players and 35 technology companies.
Job Types: Full-time, Permanent