Service Delivery Team Leader
Egencia LLC
Berlin, Germany
vor 14 Std.

What you’ll do

The Team Leader leads one of the customer service delivery team, supervising a team of up to 13 travel consultants of different levels (junior to senior).

S / he coaches, mentors and motivates the team.

General responsibilities :

  • Drive PerformanceIs accountable for their travel consultant’s individual results and contribution to the overall company’s results.
  • Spend between 40 to 85h a month coaching their travel consultants using the Coaching the Egencia Way technique (this includes, call and email monitoring, scorecard review, data analysis )

  • General Management & CommunicationsParticipates actively and regularly to management activities with their colleague team leaders, and managerCommunicates effectively, timely and regularly to their travel consultants any key information
  • Develop Self & OthersIs involved in the new staff hiring process (interview and decision process)Plays an important part in the newly hired travel consultants and team leaders on the job trainingEvaluate high level performances using the P2P method driven by Expedia Inc.
  • Deliver specific local trainings if and when appropriateParticipates continuously in Egencia Team Leader development program

  • MissionsIs involved in running / contributing to specific missions
  • Support (in collaboration with all other team leaders)1st level of support for TCReport and follow up on technical issuesSupport on client and customers complaints / investigationsHelp with other department escalations (client services, customer care, invoicing, back office, planning )Plays an active role on real time SLA / performance monitoring (in collaboration with the Command Center)Coordinate on team’s planning / activities with planning & controls teamsCan become superuser of specific tools (Eptica, Amadeus, Cornerstone )
  • Who you are

  • Excellent business English and fluent in German
  • Demonstrated strong sense of urgency while maintaining exemplary detail accuracy under pressure.
  • Capable of prioritizing, multi-tasking, and handling high volume effectively.
  • Ability to delegate to and prioritize tasks for others.
  • Willingness to work any shift.
  • Presentable, flexible, proactive and with a desire to succeed.
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