Job Details

Contact Centre Supervisor
The Client
Our client is a well positioned international company operating in the luxury travel, leisure and hospitality.  Due to the substantial growth of their business, they are now looking to take on board a highly driven, charismatic and enthusiastic Contact Centre Supervisor to be based in their Malta office.  
Contact Centre Supervisor will be responsible for monitoring, managing and motivating a team of approx. 25 staff who take inbound sales and service calls and manage group allocations from key partners. Monitoring the department to ensure it runs efficient and effectively, and to assist the Contact Centre Manager.
 
Key Responsibilities
  • Ensure sales and conversion targets are achieved at all times in line with business strategy 
  • Ensure customer service is delivered at all times within agreed service standards 
  • To deliver budgeted targets to ensure total revenue is optimized
  • Effectively manage staff to achieve KPIs
  • Monitor daily, weekly and monthly performance results to ensure that all polices, metrics, procedures and schedules are being maintained
  • Track and measure individual and team productivity and quality results
  • Drive improvements in overall service levels, transactional efficiencies and cost management Strong communication on system enhancements and changes to all relevant parties 
  • Recruit  new staff 
  • Capture feedback from travel partners in order for us achieve performance targets on service, relationships and efficiency
  • Manage yearly performance reviews 
  • Hold daily focus meetings 
  • Dealing with escalated minor problems and resolving queries, that cannot be resolved by the team members 
  • Answering incoming calls during increased call volume 
  • Daily communication with Supervisors based in Southampton 
  • To provide monthly coaching and support to staff and direct lines
 Requirements
  • Ideally, possess a Diploma in Travel and Tourism/ Hospitality
  • At least 2 years experience in Travel/Tourism or Hospitality
  • Experience in a busy call centre, ideally at a supervisor/team leader level 
  • Knowledge and ideally, some experience in Galileo or Amadeus reservation systems 
  • Ability to function in a fast paced, results oriented environment with a high degree of flexibility whilst demonstrating a sense of urgency 
  • Must be a clear and strong communicator 
  • To be able to provide positive and negative feedback
  • Enthusiasm,  motivation and the ability to be proactive. 
  • Ability to provide effective coaching on sales and service
  • Sound multicultural awareness
  • Excellent command of English language is a prerequisite 
  • Knowledge of French or Italian or Spanish languages will be considered favorably
 
 
Interested candidates are requested to send a copy of their up to date CV in MS Word format (your name in the file name) to Antoaneta at  [email protected]
 
Should you require further information, please, call on +356 2099 4444.