Customer Service Team Lead
vor 4 Monaten
Company Description
**About Omio**
Omio is pursuing a vision of delivering the world's travel inventory to enable journeys to and from anywhere.
As the largest source of travel inventory globally we work with 1000+ suppliers operating in 37 countries in Europe and North America. We are the destination of choice for 700m+ users annually across our two brands: Rome2Rio for global discovery, and Omio for ticketing and journeys. We are growing fast as we launch new geographies, new verticals and new products. We have offices in Berlin, Prague, London and Melbourne.
We are a team of more than 300 passionate employees who share the same vision: to create a single experience that helps send travellers almost anywhere in Europe, the U.S. and Canada.
We are now expanding to Latin America, a huge ground transportation market with high potential, in which our Regional VP will lead our strategy establishing local teams and accelerating growth through acquisitions.
**Job Description**:
- Drive the performance and KPIs of your market Service Levels and CSAT
- Manage call center operations such as queue monitoring, agent availability and backlogs to ensure exceptional service;
- Take ownership of implementing process improvements and the creation of customer service SOP’s;
- Successfully recruit, train and onboard new team members
- Ensure team bonding and team interaction, to promote engagement and avoid team attrition
- Monitor, evaluate and communicate metrics (to team & manager), acting on daily / weekly Customer Experience KPIs to achieve service level and quality targets
- Create regular reports to present team’s progress and next improvement steps
- Hold regular team meetings and individual 1-2-1s, to provide regular, structured and constructive feedback to the team, promoting an open communication and ensure maximum employee satisfaction & productivity
- Proactively suggest, structure and implement improvements across all Customer Experience topics
- Be on hand to support your team with questions and handling tricky escalations;
- Participate in Customer Service strategy creation and be responsible for the implementation
- Have an interest in the travel/tourism industry;
- Be proactive and take ownership for the product by delivering customer feedback to the right departments;
**Qualifications**:
**What you bring to the table**
- You have genuine empathy, solution focus and Company/Customer balance, when handling complaints
- You have a tactical and operational approach on business and team
- You are highly oriented to create high and positive impact in Customer’s life
- You have strong communication skills, along with negotiation and influence ability
- You have experience with leading the team (2 years or more)
Additional Information
**Our Benefits**
- Have an impact. With innovation and smart technology, we are changing the way people travel, and you too can have an impact on this ride
- A competitive and attractive compensation package
- A diverse team of more than 45 nationalities
**Diversity makes us stronger**
**Hiring process and background checks
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