At TripActions, our mission is to power the in-person connections that move people, ideas and businesses forward. We help our travellers focus on being there, not getting there and our Travel Experience team is central to this mission!
The Lead Agent is the check and balance upon the Travel Experience delivered by all levels of Agents to our users. This role provides leadership and operational oversight of support teams responding to customers 24x7.
What You'll Do:
Supervise all aspects of TripActions support during your shift; ensure schedules are being followed, breaks/lunches are being taken, and that attendance is being tracked
Monitor the incoming support channels, agent productivity and allocate resources according to volume and service level targets
Ensure all SLA's are met - when SLAs dip, be able to react and allocate resources accordingly.
Be the first point of contact in our escalation process (if agent needs further assistance, you will be the one to troubleshoot and problem solve). Escalate further if needed.
Make sure all support platforms are operating properly. Follow procedure in case any system is down.
Ensure standard operating procedures are followed consistently by the agents during the shift
Be responsible for the handoff to the next shift by communicating needs and follow ups
Communicate daily with our team to ensure all updates (product/process) are understood - conduct huddles and relay information to the team
Assist clients and support team members as needed; provide guidance and direction. In cases where additional training may be useful, send those requests to our training team to coordinate.
Effectively use knowledge of the airline industry, GDS and third party technologies. Work closely with 3rd party vendors that take part in our support ecosystem.
Promptly respond to customers with accurate travel and tech related information while assisting them with various support requests such as (but not limited to) travel changes, software issues, etc.
Handle escalated situations with the goal of making the customer happy and ensuring they feel positive about their experience with TripActions
Develop a deep understanding of the TripActions app/web solutions and know how to internally navigate these platforms as part of the support process.
Collect data and feedback from customers and communicate to the relevant teams
Responsible to team's development. Including side-by-sides, one-on-one's & coachings as needed.
Responsible for other tasks and/or projects assigned as needed.
Scheduling: flexibility to work any shift (day, evening, night) and weekends as needed; from time to time TripActions may require a shift bid to align lead schedules to agent schedules to ensure our operation is covered
What We're Looking For:
1-3 years experience in a tech support role or customer-facing role
1+ years previous supervisory experience
Travel Industry & GDS Sabre experience strong preferred
Ability to lead people while being calm and assertive; always lead by example
Effective oral and written communication skills (english fluency required)
Proficient in providing travel related support solutions
Knowledgeable in geography, including expedient, cost effective and preferred travel routes
Positive attitude/team Player
Strong organizational skills and the ability to multitask and prioritize in a fast-paced environment (chat/phone/email)
Solid CRM skills (answer chat/phones, ZENDESK maintain logs/records, and research information)
Good time management skills and proficient with numbers
Solid working knowledge of travel industry procedures