Team Lead

Job Summary:

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. Additionally, this includes 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 travelers’ 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 work-loads, establishing goals, benchmarks, 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.