Our customer in Brussels is looking for an enthusiastic Team Manager for a team of 20+ Business Travel Consultants. The ideal candidate has an excellent track record in management of a team of business travel consultants / agents or a successful track record in managing contact center agents in the services industry.
The Team ensures the best customer service in business travel bookings, services and operations with an excellent service level and the highest customer experience as well as a very (time) efficient travel booking process. For the near future your span of control may expand in managing up to 40+ travel consultants spread over different locations.
Tasks and responsibilities:
- Lead and develop team effectiveness through 1 to 1 coaching, feedback, performance reviews, quality checks, regular team meetings and formal appraisals. Track ongoing performance and observe / monitor individual results
- Manage team training activities and improve follow-up on Company and Centre standards and procedures. Undertake self-development
- Administer performance figures and manage real time issues to ensure travelers’ calls are met in line with service level agreements
- Promote continuous process improvement: encourage team members to contribute to improvements; foster an environment where team members feel able and willing to offer ideas. Reduce non-core administrative tasks
- Bringing the team to a higher level of operations while maintaining and improving the employee satisfaction of the team members
- Advising management on improvement matters for the performance of the team
Profile:
- Bachelor level of thinking, preferably with a bachelor (or Master) degree
- An excellent track record in management of a team of business travel consultants / agents or a successful track record in managing contact center agents in the services industry
- A minimum of 2 years of team management experience
- Experience with KPI Management and Contact Center Metrics
- Result and solution oriented mentality, change and innovation driven
- Experience and good market knowledge of the Business Travel industry or Contact Center Services Industry
- Characteristics: persuasive, self-critical, efficient, service oriented, Leadership skills, Team player, flexible mind set
- Language skills: French, English and Dutch (on good/excellent level)
Offer:
The company offers you an attractive job in a dynamic environment. The company offers a good salary for this position with a quarterly bonus incentive scheme. Other benefits are: a monthly expense compensation, a hospital insurance, a solid pension scheme, full reimbursement of travel costs based on public transport costs.
Interested:
Send your resume and motivation to Tom Proost: vacature@talent40.com.