Team Lead

The Traveler Support Center Lead is responsible for managing all task-specific activities within an assigned shift for a team of Traveler Support Center Representatives.
This includes the assignment of appropriate resources to ensure 100% customer satisfaction for each customer served by the Traveler Support Center.
Job Responsibilities: Respond to calls from CLC Lodging travelers who are unable to stay in their regular hotel, identify acceptable alternative hotels, and reserve rooms.
Assist travelers and hotels when a traveler is having difficulty checking into a hotel.
Assist hotels when a traveler's payment card is declined.
Promote additional CLC services to hotels (Payment services, Electronic Commerce, Rate Loading).
Counsel Traveler Support Center Representatives on immediate concerns that arise during the shift.
Train, motivate, develop, and coach a team of Traveler Support Center Representatives.
Provide input on each team member's progress for the purpose of performance evaluations.
Assist with scheduling, allocating workloads, establishing goals, benchmarks, and monitoring progress versus established goals.
Identify concerns and communicate them to the Travel Service Center Manager.
Perform other duties or tasks as assigned by the Travel Support Center Manager and/or Vice President, CLC Shared Services.
Qualifications: Superior verbal and written communication skills; excellent interpersonal skills.
A strong background in customer service.
Minimum three years supervisory and/or management experience in a call center or business environment.
Associates degree or equivalent preferred.
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