Team Leader Bp Team Secondment - Glasgow, United Kingdom - Egencia

Egencia

Verified Company

Glasgow, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Mission:

The Team Leader is responsible for managing and motivating travel consultants to ensure they meet, maintain, and exceed established customer service goals and standards.

Interpersonal Skills

People leadership: Act as the People Leader for Travel Consultants within the team. Build effective relationships through positive communication that motivates and influences others
Effective coaching: Passion for coaching with excellent questioning and listening skills. Take an active part in all staff development strategies to continually improve and strengthen the teams
Problem solving: Solution orientation; coaching employees to find their own solutions. Ability to delegate to and prioritize tasks for others
Managing complexity: able to work effectively in a highly complex, diverse, changing and demanding service environment. Capable of prioritizing, multitasking, and handling high volume effectively. Adapts well and is energized by change whilst maintaining focus on key business goals and personal objectives
Customer service focus: Produce outstanding results both professionally and personally by being proactive and committed. Continually focus on achieving positive results contributing to the business success of Egencia
Excellent communication: Written & spoken communication, listening and influencing. Friendly, confident manner with all levels. Confident delivering constructive feedback
Data driven: Focus on customer and data driven decisionmaking

Professional Skills & Tasks

Drive Performances:
Provide regular, documented coaching to team members, ensuring all are meeting or exceeding performance targets and contributing to the overall company results
Manage underperformance on a timely basis, engaging the employee when developing Performance Improvement Plans, working in partnership with HR as applicable
General Management & Communications:
Participate actively and regularly to management activities with their colleague Team Leader and manager
Communicates effectively, timely and regularly to their travel consultants any key information
Develop Self & Others:
Is involved in the new staff hiring process (interview and decision process)
Plays an important part in the newly hired travel consultants and team leaders "on the job" training
Deliver specific local trainings if and when appropriate
Participates continuously in Egencia Team Leader development program
Support (in collaboration with all other team leaders):
1st level of support for TC
Report and follow up on technical issues
Support on client and customers complaints / investigations
Help with other department escalations (example client services, customer care, planning )
Play an active role on real time SLA / performance monitoring (in collaboration with the Command Center)
Coordinate on team's planning / activities with planning & controls

What You Get From Us

A diverse, supportive, fun, outstanding team of professionals. We are based around the world, and we're proud of how we connect and collaborate to drive results for our customers.
The chance to grow your career with a purposeled organization, passionate about powering progress through travel.
The flexibility to work from home in a truly global workplace.
Comprehensive benefits program including: health & life insurance, retirement savings program (with employer match), access to our global colleague assistance program and our wellness platform, eMindful.
An environment that champions Diversity, Equity and Inclusion. We have a network of INclusion Groups, Diversity Councils and Country Ambassadors who are passionate about creating a global culture of belonging.

Location

United Kingdom - Glasgow

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

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