Key Responsibilities:

- Managing the day-to-day activities of the team.

- Motivating the team to achieve organizational goals.

- Developing and implementing a timeline to achieve targets.

- Conducting training of team members to maximize their potential.

- Empowering team members with skills to improve their confidence, product knowledge, and communication skills.

- Conduct role-playing activities to develop interpersonal skills (e.g., objection handling, teamwork, and conflict management)

- Contributing to the growth of the company through a successful team.

- Creating a pleasant working environment that inspires the team.

- Identify individual and team skills gaps & plan and implement an effective short-term refresher based on audit findings.

Liaise with managers and encourage on-the-job coaching (e.g., how to handle difficult customers)

Product knowledge assessments of all the associates and the defined frequency.

- Responsible for identifying and conducting sessions on TNI and TNA & coordinates efforts with the Quality Team to assist in the quality improvement process of the associates.

- Participates in calibration meetings with the Client and Quality team.

- Candidate should have Travel or Aviation process Knowledge of at least 1year.

- Candidate should be well versed with Salesforce tool.

Qualifications/Requirement:

- Minimum 1-2 years of work experience as Team Leader or similar role.

- Total 1-2 years of experience in customer support.

- Graduate from any field.

- Excellent communication skills (B2 or C1 as per CEFR rating)

- Excellent verbal, written, and interpersonal communication skills. Fluent in the English language.

- Must be proficient with Microsoft Office (Word, Excel, PowerPoint).

- Strong organizational skills to give the team direction.