As a Team Lead, you will oversee and manage the daily operations of a team of Flight Reservations Agents. Your role includes ensuring optimal team performance, providing training and coaching, and maintaining high service standards. You will act as a liaison between the team and customers while mastering technical aspects of reservations, fares, and ticketing to support both the team and clients effectively.
Responsibilities
Manage daily activities and monitor team performance against KPIs.
Provide coaching and address training needs to enhance skills and knowledge.
Ensure proper shift coverage and resolve team scheduling issues.
Address team feedback, resolve conflicts, and foster a positive work environment.
Conduct performance reviews and provide feedback to team members.
Act as the escalation point for customer issues and ensure timely resolution.
Maintain expertise in fares, ticketing, and travel policies to support the team.
Collaborate with internal teams to meet and exceed service standards.
Manage daily activities and monitor team performance against KPIs.
Provide coaching and address training needs to enhance skills and knowledge.
Ensure proper shift coverage and resolve team scheduling issues.
Address team feedback, resolve conflicts, and foster a positive work environment.
Conduct performance reviews and provide feedback to team members.
Act as the escalation point for customer issues and ensure timely resolution.
Maintain expertise in fares, ticketing, and travel policies to support the team.
Collaborate with internal teams to meet and exceed service standards.
Skills and Qualifications
Proficiency in Global Distribution Systems (GDS) specifically with Amadeus and Galileo.
Excellent leadership, coaching, and mentoring abilities.
Exceptional organizational skills with the ability to manage schedules and workflows.
Strong problem-solving skills and the ability to resolve conflicts effectively.
Excellent communication and interpersonal skills to interact with team members and customers.
Proficiency in analyzing team performance metrics and implementing improvement strategies.
Proficiency in Global Distribution Systems (GDS) specifically with Amadeus and Galileo.
Excellent leadership, coaching, and mentoring abilities.
Exceptional organizational skills with the ability to manage schedules and workflows.
Strong problem-solving skills and the ability to resolve conflicts effectively.
Excellent communication and interpersonal skills to interact with team members and customers.
Proficiency in analyzing team performance metrics and implementing improvement strategies.
Education and Experience
Minimum 3 years of experience in the travel industry, with expertise in GDS systems specifically Amadeus and Galileo.
Proven track record in team leadership or supervisory roles within a customer service or travel reservations environment.
High school diploma or equivalent; a degree in Travel and Tourism, Business Management, or a related field is a plus but not a requirement.
Minimum 3 years of experience in the travel industry, with expertise in GDS systems specifically Amadeus and Galileo.
Proven track record in team leadership or supervisory roles within a customer service or travel reservations environment.
High school diploma or equivalent; a degree in Travel and Tourism, Business Management, or a related field is a plus but not a requirement.
30% Night Differential Pay
The standard night differential pay in the Philippines is 10%. Our rate is 2x higher than that of other companies.
Competitive Salary & Benefits
We offer a progressive salary package with monthly performance incentives and annual appraisal. Healthcare, dental, and a retirement plan included upon passing training! Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Professional Development
Enroll in free in-house professional development classes to keep your career on the right track. We also support working students with an educational loan.
Paid Time Off
25 vacation, sick, and paid leaves combined plus birthday, maternity, and paternity time off.
Free Food & Coffee
Whoever coined the term "Thank God it's Friday" must've been thinking of Free Food Fridays. Enjoy breakfast, lunch, or dinner on us every week! We've also got overflowing coffee and tea to keep you energized daily!
Wellness Benefits
Healthcare, dental, and a retirement plan included upon passing training!