Description

- Responsible for direct supervision of 15-18 agents
- Responsible for the attainment of client set goals, efficiency targets and overall team performance
- Performs consistent and effective coaching sessions to address performance gaps
- Analyzes agents performance and develops action plan to bridge gaps
- Conducts regular performance management to improve challenged members of the team

Qualifications

- GDS Experience (Global Distribution System) – 1 year Sabre experience
- Candidates must possess at least a High School Diploma, Vocational Diploma / Short Course Certificate or Bachelor's/College Degree in any field.
- Open to shifting, flexible in terms of work hours, and working on holidays
- Strong performance management background
- Excellent coaching skills
- Can work under extreme pressure
- Possess above average English written and verbal communication skills
- With demonstrable track record in achieving targets and improving agent performance
- Service and customer-focused
- Strong analytical skills; very detail-oriented
- Strong decision-making and problem-solving skills
- Knowledgeable in call center tools and processes