Contact Center Team Lead

: Are you looking to start the path into leadership? As a Travel Consultant Lead, you'll support your teammates, jump in on complex bookings, and help deliver top-notch travel experiences. From coaching to problem-solving, you'll play a key role in keeping the team sharp and clients happy. Are you ready to lead the way? RESPONSIBILITIES:

• Supports a team of travel consultants in conducting efficient assessment of client needs through active listening and probing questions.
• Provides guidance, mentorship and support to team members.
• Develops customized travel plans and solutions based on client's goals, risk profile, and timeline.
• Reviews travel plans to uncover additional needs and opportunities; provides consultative guidance to motivate action and support achievement of the client's travel goals.
• Demonstrates knowledge of Travel Incorporated travel planning philosophy and approach, products and services, and other aspects of travel planning.
• Educates clients on travel planning, breaking down complex topics and enabling clients to act with confidence.
• Accurately and efficiently resolves client issues (i.e., account updates, travel changes, etc.).
• Conducts business with the goal of achieving/exceeding performance targets for opportunity generation, enrollment/retention rates, client survey scores, and contact center metrics.
• Maintains an efficient and productive approach to client interactions.
• Coordinates effectively with internal support staff to ensure timely and accurate administration.
• Proactively identifies opportunities to improve the client experience and Company business processes.
• Collaboratively responds to peer requests for in-the-moment assistance; explains processes, procedures, and policies to peers to ensure longer term development.
• Performs peer side-by-sides and coaching sessions to aid in skill building; occasionally supports formal training.
• Takes and responds to calls/emails as required based on the needs of the business.
• Serves as an acting supervisor as needed; responds to escalations and participates in projects.
• Assumes other duties upon request such as client outreach in support of marketing campaigns and outbound calls to clients to ensure all open inquiries are handled completely and to the client's satisfaction.
• Complies with all team, department and company policies and procedures including security protocols.
• Works to ensure that team members meet or exceed performance standards related to reliability, productivity, quality, teamwork and other important measures.
• Performs other duties as assigned.

QUALIFICATIONS/SKILLS:

• EDUCATION: HS or equivalent combination of education and experience.
• EXPERIENCE: 3-5 years prior experience in a corporate travel consultant role required or success in a Travel Consultant role fully meeting all requirements and expectations including proficiency with all industry and Company terms and practices, meeting or exceeding performance standards and metrics, and the ability to consistently handle complex transactions across client groups.
• TECHNICAL/COMPUTER: Solid digital literacy with common business tools including internet, chat and email. Strong working knowledge and skills of one or more GDS systems and other travel and contact center systems and tools.
• LEADERSHIP: Demonstrated ability to coach and lead others as evidenced by becoming an informal leader or “go to” person on a team.
• COMMUNICATION: Effectively discusses and explores complex and personal topics in a way that clients understand. Ability to use effective inquiry to identify/detect client needs and priorities; creates an environment of trust and makes clients comfortable sharing information. Exhibits excellent communication skills and phone presence while engaging with clients; shares information concisely.
• PROBLEM SOLVING: Effectively solves client problems and offers appropriate solutions; makes next steps clear. Excellent problem-solving skills; consistently helps others. Excellent judgment and independent decision making within assigned authority levels.
• DETAIL AND PROCESS ORIENTATION: Strong process orientation; works consistently; thrives in a structured environment; detail oriented. Ability to identify improvement opportunities in client experience and operations; works collaboratively with Company staff on projects that include processes, tools, and offering development.
• CLIENT SERVICE FOCUS: Passionate about client service; genuinely motivated to make a positive impact for others.
• OTHER KEY SKILLS:
• EMOTIONAL REGULATION
• RELATIONSHIP BUILDING
• ACCOUNTABILITY

WHAT WE OFFER: At Travel Incorporated, you'll be part of an established and well-respected company that provides the absolute best service to our customers. In addition, we are forward-thinking and have stayed ahead of the curve in our industry through innovation, technology and constant process improvement. We offer a comprehensive benefits package. Learn more about our business and culture by visiting Travel Incorporated is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation gender identity, national origin, disability or veteran status. Individuals with disabilities who require accommodation or assistance to complete any portion of the inquiry, application or selection process may contact Human Resources at [email protected]. Connecting innovative technology with superior service to advance business travel