Team Manager
Teleperformance - Egypt
Total years of experience :6 years, 1 Months
Supervise and support my team of travel agents Offer ongoing coaching and mentorship Maintain open lines of communication Collaborate with other departments
Make a tangible impact on team and customer experiences
Set clear performance targets for my team members and regularly assess their progress towards these goals
Feedback sessions are commonplace, constructive feedback and support is provided to facilitate their professional growth.
Ensure employee awareness and understanding of policies
Conduct regular monitoring and auditing activities
Review transactions, processes, and documentation for irregularities Gather evidence and analyze data to determine root causes
Educate employees on ethical conduct and regulatory requirements Document investigation findings, audit reports, and compliance documentation
Prepare and submit reports to management or regulatory authorities
Offer real-time support to team members facing challenges or uncertainties during their tasks.
Provide guidance on navigating systems, tools, and procedures to improve efficiency.
Assist in resolving escalated customer issues or complex inquiries that require additional support.
Serve as a bridge between frontline agents and management, conveying feedback, concerns, and suggestions.
Conduct quality checks on customer interactions to ensure adherence to company standards and policies.
Offer specialized assistance to resolve complex technical issues that frontline agents are unable to address. Investigate and troubleshoot escalated cases thoroughly to resolve them.
Document troubleshooting steps, solutions, and best practices to contribute to the knowledge base.
Assist in managing high-priority incidents or system outages, working to restore service and minimize customer impact.
Assist customers with booking flights, hotels, car rentals, and vacation packages.
Address customer inquiries, concerns, and complaints promptly and professionally.
Resolve booking errors, itinerary changes, and other issues to ensure customer satisfaction. Maintain a thorough understanding of the account products, services, and policies.
Educate customers on available options, promotions, and loyalty programs.
Provide step-by-step guidance to help customers navigate the booking process and resolve technical challenges.
Accurately document customer interactions, including inquiries, requests, and resolutions. Maintain detailed records of bookings, cancellations, and refunds for reference and audit purposes.
Ensure compliance with company policies, industry regulations, and data protection standards. Participate in training sessions and workshops to enhance product knowledge and customer service skills.