We are seeking a talented individual to join our team as a Customer Service Team Leader. As the leader of a team of 15 members, you will play a critical role in guiding, mentoring, and inspiring a diverse group of back-office personnel and customer support staff. The ideal candidate will have a proven track record in customer-facing roles, exceptional customer satisfaction, and a history of driving continuous improvement initiatives within an organization.
Key Responsibilities: Lead, coach, and evaluate a team of 15 customer support staffs, conducting regular performance evaluations and providing constructive feedback to foster growth and development. Design and implement innovative strategies to optimize daily operations, ensuring high efficiency and effectiveness in meeting Service Level Agreements (SLAs). Continuously identify areas for improvement, implement process enhancements, and use data-driven insights to improve productivity and meet SLA metrics. Act as the primary point of contact for clients, maintaining strong relationships and proactively addressing their needs and expectations. Monitor performance metrics and generate detailed reports for senior management and clients to ensure operational excellence. Identify and mitigate potential risks, ensuring compliance with data protection policies and other operational safeguards. Qualifications: Proficient in both written and spoken English. A minimum of 2 year experience in the Customer Service field. Background in the travel and aviation industry is a plus, but not required. Strong leadership skills, with the ability to inspire and motivate teams to achieve objectives. Excellent communication and interpersonal skills, with a pleasant and approachable demeanor. Analytical mindset with a talent for interpreting data and metrics to guide decision-making and process improvements. Ability to excel in a fast-paced, high-pressure environment, with strong problem-solving capabilities. Be Part of ATI Journey
Our aim at ATI Business Group in working with our Clients is to support their continued growth by providing cost-effective technology and talented & scalable people resources on demand. ATI's singular focus on providing services to the travel and hospitality business communities across the globe has been a remarkably successful one. Since commencing in 2002 we now have over 900 employees providing services to our clients across the globe.
