Crew Accommodations Team Lead

Crew Accommodations Team Lead

Job Description

The Crew Accommodations Team Lead at CORPAY’s Airline Division – TA CONNECTIONS is responsible for overseeing the accommodation operations for multiple clients and serving as the primary point of contact for agents managing those clients. This remote role requires advanced coordination, problem-solving, and leadership skills to ensure efficient and effective operations. The Team Lead works closely with the Supervisor on shift to oversee the overall team and client operations. 

Essential duties and responsibilities:

• Client Management: Oversee accommodation bookings and ground transportation for a number of clients, ensuring all requirements are met efficiently and effectively.
• Team Leadership: Act as the primary point of contact for agents working on assigned clients, providing guidance, support, and troubleshooting assistance.
• Coordination with Supervisors: Liaise closely with the Supervisor on shift to ensure smooth operations, address issues, and implement solutions across the team.
• Operational Oversight: Monitor and manage operational tasks to ensure timely and accurate completion, addressing any bottlenecks or issues that arise.
• Communication: Facilitate effective communication between agents, clients, and internal departments to resolve issues promptly and maintain high service standards.
• Incident Management:Handle escalated issues and emergency situations, coordinating with relevant stakeholders to resolve problems swiftly and effectively.
• Resource Allocation: Ensure agents have access to necessary tools, systems, and resources, reporting any issues to the Supervisor on shift.
• Coaching: Provide on sport coaching sessions to agents to improve their work and enhance their skills, ensuring high performance.
• Performance Monitoring: Track agent performance, providing feedback and coaching to drive continuous improvement.
• Reporting: Maintain accurate records of all transactions, incidents, and communications in the TA Connections system, providing reports to supervisors as needed.
• Special Projects: Assist with special projects and initiatives as assigned by management, contributing to the overall improvement of operations.

Job Requirements:

• Leadership Skills: Proven leadership skills with the ability to manage and support a remote team effectively.
• Organizational Skills: Strong organizational and multi-tasking skills, with the ability to manage multiple clients simultaneously.
• Communication Skills: Excellent written and verbal communication skills, with the ability to interact effectively with clients, agents, and internal departments.
• Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to handle complex situations and make decisions under pressure.
• Industry Knowledge: In-depth knowledge of the hotel/travel industry, including hotel sourcing, rate negotiation, and market dynamics.
• Technical Proficiency: Advanced PC skills, including proficiency in Microsoft Outlook, Word, Excel, and PowerPoint software.
• Flexibility: Availability to work shift work and adjust schedules as per client requirements, with a willingness to work long hours during irregular operations.

• Remote Work Setup: Reliable internet connection and a quiet home work environment.

Qualifications:  

• Education: High school diploma or GED Certificate is required. Some college education is preferred but not required.
• Language Skills: Fluent in English is required. Proficiency in additional languages such as Italian, German, French, Spanish, or Portuguese is a plus.
• Experience: A minimum of 5 years of experience in the hotel/travel industry or a similar customer service role, with at least 2 years in a team lead or coordinator position.

This role requires a highly experienced professional with strong leadership and coordination skills, capable of managing multiple clients and leading a team to ensure efficient operations and excellent client service.