Senior Team Leader

4 months ago

Manchester, United Kingdom Egencia Full time

Egencia (an Amex GBT company) is a place where colleagues find inspiration in travel as a force for good and - through their work - can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

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Senior Team Leader Role at Egencia

Scope and Expectations

Job Mission: The Senior Team Leader role in Service delivery is responsible for managing and developing Team Leaders and/or Travel Consultants with a focus on building a high performing team. The Senior team leader is actively involved in GCO initiatives to drive key objectives to achieve operational efficiency and customer satisfaction.

Interpersonal Skills
- People leadership: Act as the People Leader for Travel Consultants and/or Team Leaders within the team. Build effective relationships through positive communication that motivates and influences others.
- Effective coaching: Passion for coaching and identifying targeted and trending performance opportunities. Take an active part in all staff development strategies to continually improve and strengthen the teams. Set the standard on frontline leadership output.
- Problem solving: Solution orientation; coaching employees to find their own solutions. Ability to delegate to and prioritize tasks for others. Proactively identify potential problems and determine the best solution, with a process improvement mindset.
- Managing complexity: Able to work effectively in a highly complex, diverse, changing, and demanding service environment. Capable of prioritizing, multi-tasking, and handling high volume effectively. Adapts well and is energized by change whilst maintaining focus on key business goals and personal objectives.
- Customer service focus: Customer-obsessed and ensures the team can perform with attention to detail and going the extra to deliver results. Produce outstanding results both professionally and personally by being proactive and committed. Continually focus on achieving positive results contributing to the business success of Egencia.
- Excellent communication: Written & spoken communication, listening and influencing. Friendly, confident manner with all levels. Consistent delivery and documentation of constructive feedback. Communicate effectively current state of the business unit including performance, opportunities, and action plans.
- Data driven: Focus on client, travel consultant and/or team leader data to drive decision-making. Consistently informed of team and individual TC metrics, performance trends and outliers.
- Role model: Lead by example for travel consultants, team leaders and peers. Positively contribute to the team environment. Capable of maintaining and building a favorable company image when dealing with external suppliers. Pursuit of learning and self-development.

Professional Skills & Tasks
- Drive Performances:

- Accountable for team’s results and contribution to GCO objectives. Provide regular, documented coaching to team members (Team Leader and/or Travel Consultant), ensuring all are meeting or exceeding performance targets and contributing to the overall company results.
- Manage underperformance on a timely basis, engaging the employee when developing Performance Improvement Plans, working in partnership with HR as applicable.
- Focus on customer and data driven decision-making.
- Collaborate with the Quality and Performance Team’s initiatives.
- Experienced in meeting and achieving financial metrics and service targets in a high volume, rapidly changing and demanding service environment.
- Can articulate and develop longer term objectives and goals and deliver towards them.
- Standardize, calibrate and maintain team leader coaching, quality monitoring, service recovery and overall KPI management.
- General Management & Communications
- Participate actively and regularly to management activities with their colleague Team Leaders and manager.
- Communicates effectively, timely and regularly to their travel consultants and/or Team Leaders any key information.
- Lead discussions / Projects amongst Team Leaders
- Drive effective change management to ensure travel consultants and/or team leaders are aligned to adopt new processes, policies, and tool updates.
- Ability to communicate team performance, trends, challenges and action plans. Ensuring action plans are executed and delivering expected outcomes.
- Identify and communicate process improvement opportunities including system, process and training gaps. Providing insight on opportunity prioritization to yield optimal results and meet key objectives.
- Develop Self & Others
- Is 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” training.
- Deliver specific local trainings when appropriate.
- Identify travel consultant and/or team lea

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