Customer Service Team Leader

6 days ago


Oxford, United Kingdom Tripadvisor Full time

We believe that we are better together, and at Tripadvisor we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.

Location - Oxford hybrid (2-3 days a week office attendance)

**What You’ll Do**:
Function as the team lead for the Onshore Operations team. With a span of control of up to 15 FTE you will work as a player/coach providing team leadership & technical direction for European language customer support & sales agents.
- Build Stability: Strengthen our customer operations environments, implement best practices, and when appropriate drive change across existing workflows.
- Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with vendors.
- Responsible for providing day-to-day functional direction to customer support agents, providing coaching and developmental feedback and performance management to set KPIs.

**Who You Are**:

- A minimum of 2 years previous experience as a team leader / supervisor in a fast paced customer service or sales environment.
- A passionate, hands-on people developer with proven record in coaching and performance management
- Excellent English and French/Italian/Spanish/Portuguese communication skills - sentence construction, grammar, punctuation etc.
- Comfortable dealing with a high workload and juggling different complexities and business areas.
- A self-starter, with a sense of urgency, and who works well under pressure to meet deliverables.
- A data led individual with a strong attention to detail.
- Sense of professionalism and ability to develop good relationships.
- Advanced troubleshooting skills, with ability to come up with creative solutions.
- Flexible approach to business needs and comfortable with working weekends on a rotating schedule.
- Experience in the travel industry is desirable.

**Related Technologies**:

- A solid working knowledge of Salesforce, including reporting
- Excel and powerpoint skills


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