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1 day ago
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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