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Job Opportunity: Guest Communication Services Team Leader

 
Date   Nov 17
 
Listing No.   IE261571
 
Sector   Customer Sales, Service, Support & Success
 
Region   Center
 
City/Yishuv   Tel Aviv
 
 
Guest Communication Services Team Leader
 
The Guest Communication Services (GCS) Team Leader manages a team of Experts and is directly responsible for their professional progress, development and overall well being. This includes ensuring they are fully trained (initial training and ongoing training), identifying any gaps in training, ensuring the Expert reaches the department goals and KPIs. The Team Leader will work closely with the Guest Communication Services Management team.

In addition, the GCS Team Leader will manage ongoing projects and work closely with other departments including Customer Success, Professional Consultants, Product and more.

Responsibilities:

Managing a team of Experts

This includes bringing all team members up to the department standard
Weekly 1 on 1 meetings with each team member (these will include personal updates, coaching sessions, feedback, etc.)
Reviewing performance such as ticket count, QA, etc.
Present monthly team meetings (as needed and in coordination with GCS Management)
Identify flaws in any processes and procedures, work with the GCS Management team to improve such processes and procedures

Staffing and scheduling

Ensure optimal staffing as per department requirements and needs
Oversee breaks
Training

Oversee training of new employees
Take part in ongoing training and workshops provided as needed, constantly improving the quality of work
Identify knowledge gaps and the need for personal or departmental training
Queue Management

Ensure queue is being managed on time and according to KPIs and SLAs
Handle tickets when needed
Handle escalations and questions
Manage and execute ongoing projects as requested by the GCS Management.

REQUIREMENTS

Experience managing a team (5-10 employees)
Data oriented with an interest in BI and numbers-based decision making
Experience providing customer service
Hardworking, positive disposition
Tech savvy with an understanding of the customer journey (company-specific training provided)
Experience in the hotel and travel industry - a plus!
Experience with training - a plus!
 
 
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