Team Coach/Supervisor

6 days ago

Mohali, Punjab, India Bout Global Full time ₹ 9,00,000 - ₹ 12,00,000 per year

We are seeking an experienced and results-driven Team Coach/Supervisor for our International Travel Process call centre operations, serving customers in Australia and Canada. The ideal candidate will lead a team of customer service agents, ensuring outstanding service delivery, operational efficiency, and high customer satisfaction across multiple time zones. You will be responsible for managing and mentoring your team, ensuring adherence to international travel guidelines, and meeting performance targets.

Roles & Responsibilities:

  • Lead, coach, and manage a team of agents handling travel-related queries and bookings for customers in Australia and Canada.
  • Ensure team members provide high-quality customer service aligned with the policies of each region.
  • Monitor and evaluate team performance, ensuring metrics such as call quality, resolution time, and customer satisfaction are met.
  • Handle escalations and resolve customer issues with professionalism and efficiency, particularly related to international travel.
  • Conduct regular training sessions to keep the team updated on international travel rules and regulations.
  • Conduct daily team briefings to ensure alignment with daily goals, processes, and customer expectations.
  • Develop action plans for improving team performance and addressing individual development needs.
  • Report on team performance, KPIs, and process improvements to senior management.
  • Ensure full compliance with travel guidelines and customer service standards for each region.

Skills & Qualifications:

  • Education: Bachelor's degree or diploma in a related field (travel/tourism is a plus).
  • Experience: Minimum of 5 years in a call centre environment, with at least 2-3 years in a leadership or supervisory role managing international travel processes.
  • Communication Skills: Excellent verbal and written communication skills in English. Experience handling international clients is essential. Punjabi speaking will be an added advantage.
  • Leadership Skills: Proven ability to lead and mentor a team, driving performance and professional development.
  • Customer Service: Strong customer service orientation, with experience in handling escalations and complex international travel issues.
  • Problem-Solving: Ability to make quick, effective decisions and resolve issues under pressure, particularly for international travel disruptions.
  • Technical Skills: Familiarity with CRM systems, call centre technologies, and Global Distribution Systems (GDS) such as Galileo (Travelport), Amadeus, and Sabre.
  • Flexibility: Willingness to work in rotational shifts, covering Australia and Canada time zones, including weekends and holidays.

What We Offer:

  • Competitive salary with performance-based incentives.
  • Career development opportunities in a dynamic, international environment.
  • A supportive, inclusive work culture.
  • Opportunity to lead a growing team in a leading travel company with a global presence.

Contact

Job Type: Full-time

Experience:

  • total work: 3 years (Preferred)

Work Location: In person

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