Team Leader

As a Team Leader, your responsibilities include:

• Ensuring service levels are met according to contractually agreed SLA. Proactively provide feedback to management to avoid future customer issues.
• Responsible for the service quality of his team and must follow upon client complaints/compliments in the system.
• Review team issues, determine root causes, devise alternative solutions and provide feedback to the individual and the team.
• Monitor, sort and work on global distribution systems (GDS) queues to maintain quality control from time to time.
• Consistently follow BCD Travel call/email guidelines.
• Communicate with customers and team using clear and positive tone.
• Responsible for day-to-day management of a travel consultant team.
• Facilitate teamwork and collegiality and ensure that the team supports BCD Travel's goals and vision.

Prerequisites:

• Bachelor's degree, or equivalent work experience
• Minimum of 3-5 plus years experience in the corporate travel management industry.
• Solid working knowledge of the travel industry, policies, procedures and processes.
• Advanced skills on travel industry systems (i.e. GDS) • Proven ability to handle multiple priorities simultaneously.
• Ability to work flexible hours.
• Strong problem solving and/or critical thinking skills.
• Proficiency in Microsoft Office applications would be an added advantage.

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