Visionary Team Lead

1 day ago


Gurgaon, Haryana, India beBeeMentorship Full time ₹ 12,00,000 - ₹ 20,00,000
Coach and Mentor Leader

Role Overview:

As a Coach and Mentor Leader, you will lead a skilled team of approximately 25-35 travel specialists.

Key Responsibilities:

  • Lead and mentor a team of travel specialists
  • Provide regular, documented feedback to team members
  • Investigate service errors with a curious mentality and provide helpful feedback
  • Collaborate with HR to determine performance ratings and action plans in alignment with standards
  • Facilitate onboarding and training for new hires after initial centralized training
  • Collaborate with fellow coaches - share information, achievements, and issues
  • Listen to calls as required to validate service levels and compliance standards
  • Be the voice of customer care for new implementations
  • Participate in meetings with commercial partners when necessary, providing operational information needed for conversations
  • Research and resolve client concerns, develop strategy and craft messaging for the customer care team and commercial peers
  • Analyze, act, and communicate results on customer satisfaction performance
  • Keep the team informed on changes to client policies
  • Collaborate with Operations to achieve and exceed client expectations based on contractual requirements

Requirements:

  • Previous leadership experience
  • Excellent listening skills and curious mentality
  • Customer service oriented
  • Experience with travel technology preferred
  • Case management experience a plus
  • Collaborative and passionate about building relationships
  • Experience making data-driven decisions and achieving targets


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