Customer Support - Team Lead

Job TitleCustomer Support - Team LeadJob TitleCustomer Support – Team LeadIn This Job You WillSupport Coordination with Local marketsEnsure that functional issues reported by customers are rectified by the GSTs staff or escalated to second level support areas within Amadeus and other third party providers within the agreed timeframes.Monitor the GST staff to ensure that customer contacts are responded to within defined and measurable timeframes and the appropriate level of training is given to our customers. This in order to increase the “Total Contact Ownership” and “First Contact Resolution” of the GST and also to minimize the “contacts”, “call wait time”, “average talk time” , “number of abandoned calls” and "resolution duration" from the customers.Staff SupervisionResponsible for controlling and allocating staff resources, work rosters, trainings, leave applications and relieving arrangements, check daily attendance and prepare relevant reports for management.Works with each Team Member to identify and set goalsMonitors the performance of Individual Team MembersCoaches each Team Member to improve performanceConducts daily informal coachingConducts weekly performance feedback sessionsConducts annual performance reviewsPublicly praises good performancePrivately disciplines when performance or behavior is undesirableMotivates each Team Member to achieve more (hold periodic meetings to understand areas of frustrations, understand what motivates each of your team members, identify signs of dissatisfaction, find out and understand their strengths and weaknesses, identify areas for improvement and set SMART goals to ensure these are completed)Quality Management SystemCoaches staff when dissatisfied feedback or low QA score is received. Works with the Global QA team.Performance ManagementUnderstand the Team’s Performance MetricsKnow how each metric is calculatedCommunicate current team targets and team & individual performanceDevelop Team and Individual accountability to exceeding targetsShift RotationThe Team Leader will participate in a rotating shift schedule, including nights, weekends, and public holidays, to ensure support coverage.Flexibility in working hours is essential to meet operational requirements.Team CollaborationCollaborate with other Team Leaders in the same locations or other sites to ensure processes, communication, and policies are consistently applied across all teams.Promote best practices and facilitate knowledge sharing to drive operational excellence and unified service standards.About The Ideal CandidateCollege graduate of relevant discipline or qualifications from a college or university.At least 3 years’ Team Lead experience within a call center/help desk environment desired Travel industry experienceGDS experience and Helpdesk functionality essential. Experience working with Amadeus products and solutionsProven ability to interpret and apply team performance metrics effectivelyStrong understanding of how KPIs are defined and calculatedSkilled in communicating performance goals and results clearly across teamsDemonstrated experience in fostering accountability and driving teams to exceed targetsStrong people management and performance management skills.Strong communication skills and strong customer service skillsAbility to respond positively to escalations or incidentsAbility to relate to customers having both a wide and limited knowledge of computing and the company’s products and servicesAbility to communicate effectively at all levels both written and verbalAbility to work in a team orientated environmentThis position requires availability to work in a rotating shift schedule, including nights, weekends, and public holidays, to support 24/7 operational coverage.Flexibility and responsiveness are essential to meet the demands of a global organization.Amenable to work on a hybrid work setup (2-3x/week onsite or more depending on the business need). Location: BGC, TaguigDiversity & InclusionAmadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience. Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.