Team Leader (OTA Account)

We are looking for a dedicated and personable Customer Service Team Lead to join our team. The ideal candidate will manage and guide a team of customer service representatives across multiple communication channels, including inbound and outbound calls, email, and live chat. This role will involve overseeing daily operations, monitoring performance, and ensuring that both customer satisfaction and business objectives are met. The Team Lead will be a key player in driving continuous improvement, fostering team development, and collaborating with other departments to enhance the customer experience. 

Responsibilities

• Operations Management: Ensuring smooth daily operations and resource management in line with business objectives, particularly around KPIs, service levels, and SLAs.
• Performance Monitoring and Reporting: Developing, reviewing, and distributing performance and service reports. Using these reports to guide improvements and ensure that performance targets are met.
• Coaching and Team Development: Providing accurate, timely feedback and coaching to team members to help them meet performance targets. Creating opportunities for team growth and engagement through briefings, coaching sessions, and other initiatives.
• Collaboration: Working closely with various departments, such as Customer Experience and Training, to identify issues, drive key metrics, and prioritize based on customer and team needs, particularly during high-demand periods. Customer-Focused Solutions: Ensuring customer interactions are addressed effectively and efficiently. Identifying customer needs and providing solutions that solve business problems.
• Revenue and Cost Management: Driving financial objectives by meeting both revenue and cost targets within the contact center’s operations.  
• BPO Management: Overseeing outsourced operations (Business Process Outsourcing), ensuring the profitability and quality of service delivered through external vendors.
• Industry Experience: Having experience in Online Travel Agencies (OTAs) or outsourced travel agency operations is considered a plus, indicating that the role may involve managing customer service within the travel sector. 

Qualifications

• Bilingual Proficiency: Strong communication skills in both Chinese and English (spoken and written).
• Industry Knowledge: Familiarity with the airline or travel industry, specifically in managing customer relationships and services.
• Financial & Operational Management: Ability to conduct financial analysis (profit and loss), manage customer satisfaction surveys, and effectively oversee customer relations.

Ideal Applicant:

• Experience in customer service or BPO operations within the travel industry, specifically with airlines or online travel agencies.
• Excellent interpersonal and communication skills in both Chinese and English.
• Competent in financial oversight and tracking key performance indicators (KPIs) to ensure the success of business strategies. If you are this person, your skills and experience in managing customer relations, operational efficiency, and your understanding of the travel industry could make you a great fit for this role!