What are the responsibilities and job description for the Team Lead - After Hours Team (EV) position at ADTRAV Travel Management?
Job Details
Description
The Team Lead in the After Hours Department serves as the lead for a large account or a group of accounts under the guidance and supervision of an Operations Manager or Associate Manager. The Team Captain does not have any supervisory/management authority and may function as an Agent for the majority of the day, with extra duties as assigned.
Job Responsibilities:
- Monitor Phone/Email response time
- Agent must be logged in 50-80% of the day
- Agent must respond to team/client on emails within 15mins
- Email response to traveler must be completed within 1hrs
- Voicemail response within 15mins Agent Assist
- Assist Agent with level 1 scripting issues
- Conduct spectra’s
- Ensure tickets are issued and assist with issuing if needed
- Manage the queues
- Check agent queues when they are out.
- Agent Training / Coordinate agent training
- Update agent job aid/special needs for client profiles
- Handle account specific training Client Interaction
Skills & Specifications:
- Working knowledge of Sabre GDS System.
- Proficient with city, airline, hotel and car rental codes.
- Proficient with Microsoft Office (Word, Excel, PowerPoint, and Outlook).
- Ability to concentrate and pay close attention to detail.
- Strong organizational skills.
- Ability to consistently deliver excellent customer service, internally and externally.
- Ability to manage multiple priorities simultaneously and complete tasks with minimal supervision.
- Willingness to demonstrate professional conduct at all times.
- Excellent computer and typing skills, which includes the ability to navigate between programs quickly by using shortcut keys.
- Ability to identify a problem and see it through to resolution with minimal supervision.
Education & Experience Requirements:
- Travel Agent Certification preferred.
- High school diploma or equivalent
- Minimum 2 years’ experience as a booking agent
Physical Requirements & Environmental Conditions:
Ability to perform work utilizing a computer for extended periods of time. Ability to sit for extended periods of time without leaving work area.
ADTRAV Corporation is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status or disability.
Qualifications
