Hybrid Team Lead | TL and Trainer  

As a HYBRID TEAM LEADER (TL / TRAINER), you are expected to manage the day–to-day team operational activities to meet the required KPI and sales standards and targets. You must be able to develop your team to deliver a consistent superior customer service experience, and to act as the communication conduit between front liners and management by offering reactive and proactive solutions to operational opportunities.

You will, at the same time, manage completion of all applicable clients and company required trainings for associates, to aid success of but not limited to new hire to production transition. You will also coordinate, analyze and consolidate all necessary data in order to deliver training in a timely and precise manner following client requirements and company standards. A general expectation for a Hybrid TL/Trainer is to have a thorough working knowledge and compliance to TeleTech and client policies, procedures, and requirements.

• Finishes a relevant degree.
• At least 3-5 years Operations and/or Sales experience.
• Experience in leading frontline teams (including Escalated Customer Resolution) that consistently delivered Customer Experience Goals or Sales Teams and consistently exceeded Sales and Conversion targets.
  • Work Experience must be from the Travel Industry.
• Handled at least 10 frontline staff.