🛠 Tech Stack

💼 About This Role

You'll lead a dedicated team of Travel Consultants, blending people leadership with operational management. You'll ensure exceptional service for our most valued customers while driving continuous improvement. This role offers the opportunity to shape a high-performing team in a fast-growing company.

🎯 What You'll Do

• Coach and upskill team members for best-in-class customer experience
• Monitor call queues and SLAs, perform root cause analysis on service issues
• Act as primary contact for customer's Travel Manager, present performance stats
• Own and resolve customer escalations from start to finish

📋 Requirements

• 5+ years of progressive leadership experience in a contact center or support environment
• 5+ years of experience in the travel industry with deep knowledge of GDS platforms (Sabre and/or Amadeus)
• Proven ability to resolve complex customer issues
• Data-driven approach to identify operational challenges

✨ Nice to Have

• Resolution-focused leader who champions change
• Ability to proactively identify and implement process improvements
• Passion for developing others and fostering solutions-oriented culture

🎁 Benefits & Perks

• 🏖️ Flexible work shifts
• 📈 Career development with career maps and quarterly reviews
• 🤝 Collaborative team culture with engagement activities
• 📊 Access to performance data for continuous improvement