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Role Objective:
The purpose of the Team Leader is to deliver high quality support to our Key Customers and manage the daily operations of the Premier Helpdesk, to facilitate the delivery of exceptional service and incident resolution to our customers.
What does a great Premier Helpdesk Team Leader do?
- Coordinate resources in the Helpdesk to ensure coverage and appropriate handling of all support channels
- Take Ownership of communication, co-ordination and escalation of outage/high impact events for your region
- Manage Helpdesk MyTravelport content for your region (Market Specifics)
- Provide guidance and product knowledge to the Helpdesk Team to assist them resolve as many
cases as possible
- In collaboration with the Head of Level 1 Helpdesks to ensure that the Helpdesk is meeting all KPIs
such as Service Level, Resolution Rate, Handle Times and other KPI’’s as they are set
- Ensure the Helpdesk is using the appropriate systems and following Global Escalation procedures to escalate High Quality incidents to Level 2 teams and Suppliers
.
- Administrative duties such as r, managing staff leave, training and Performance reviews
- Support other regions/helpdesks as required
- Provide Helpdesk support of the full Travelport product range on both functional as well as technical issues.
- Manage incidents from our omnichannel offerings that include but are not limited to; Phone, Web Submit, Chat, and Email.
- Identify and correctly troubleshoot all problems reported to minimize the impact on customers.
- Resolve problems reported by customers locally or refer to the correct service provider for rapid resolution within the Travelport escalation procedures.
- Adhere to resolution/escalation times to minimize the impact on our customers and continually strive for improved performance.
- Continuously increase Travelport application knowledge to rapidly identify and resolve problems reported.
- Report problems via our Incident Management System. Monitor and track these incidents through to valid updates/resolutions.
- Assist with identifying trends that can be used to increase customer satisfaction.
- Ownership and commitment to problem resolution for Premier Customers.
- Ensure all calls/incidents are handled promptly, courteously, accurately, and within Travelport Policy.
- Provide coherent and intelligent problem descriptions to enable the incident to be referred to outside suppliers or other teams without further reference.
- Promote Travelport self-service options to customers including MyTravelport
Key Performance Indicators:
- Service Level (80% of calls answered in 20 seconds)
- Inbound Abandonment Rate (95% of calls offered to be answered)
- Average Handle Times of cases, calls and chats
- Availability of team to handle inbound support requests
- Customer Satisfaction Survey Scores (9.1 or higher)
- Team motivation and engagement
- Ensures all cases are handled within the published timeframes
What we look for/who would prosper in this role?
Experience and Capabilities:
- At least 2 years of working experience within a Travel Agency, GDS or Airline environment.
- At least 3 years’ experience managing a team, remote management experience preferred but not essential
- Extensive GDS Knowledge – Galileo preferred but will consider expertise in Apollo
- Previous experience working in a multi channel environment (Calls, Chats, Email, Online support requests)
- Fluent English skills required
- Ability to develop strong customer and internal relationships through a collaborative, consultative, reliable, and empathetic approach.
- Strong team player
Salary:
The annual gross minimum salary for this full-time position depends on local law.
Overpayment is possible depending on professional experience or special qualifications.
As we evolve and grow as a business, so will you.
You will thrive within an inclusive and diverse workplace where you are encouraged to think differently and have the courage, confidence & ambition to challenge what’s been done before and be bold to win!
See yourself here: https://www.travelport.com/company
Interested? We’d love for you to get in touch!
We are an equal opportunities employer and will consider all qualified applicants purely on their skills and abilities. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment. Please contact us to request an accommodation, if needed
