Job Description

* Prepare and manage the weekly work schedule, ensure to update regularly to accommodate exceptions such as sick leaves, vacation days and training sessions.
* Generate weekly call reports from Ring Central to make sure service levels are being met, while identifying any anomalies (both positive and negative) that can be used for coaching and improving team or individual performance.
* Use the call scorecard to evaluate and rate the call recordings.
* Facilitate new hire training and provide comprehensive instruction to staff on all aspects of TAAP responsibilities.
* Ensure that all inbound TAAP emails are acknowledged within an average of 4 hours of receipt, maintaining timely communication and responsiveness.
* Make sure that all Expedia registrations are completed within 24 hours.
* Maintain compliance with the contracted Service Level Agreements (SLAs) with Expedia, achieving a minimum of 65% of inbound calls answered within 30 seconds.
* Organize and facilitate weekly or bi-weekly team meetings to foster communication.
* Delegate tasks assigned directly by Expedia Management.
* Collaborate with the Manager to make sure all team members are equipped with the Balto AI software and provide feedback to evaluate its effectiveness in supporting the team.
* Host weekly TAAP Escalation meetings to track progress on existing cases so the team will prepare and advancing them.
* Train the team to effectively support non-TAAP clients, such as Europcar.
* Collaborate with the Manager to proactively identify gaps, enhance efficiency and recommend improvements before clients point them out.
* Coordinate the consolidation of independent TAAP accounts into the HOST account as required or requested by Expedia.
* Oversee team assignments to make sure projects are completed on time and deadlines are met. If there are any delays, promptly raise awareness to the Manager and suggest solutions.
* Conduct the Annual Employee Reviews and coordinate with the Manager regarding the results. Discuss the feedback with the Employee before submitting it to HR.
* Administer discipline or provide accolades to team members as appropriate.
* Conduct interviews for New Hires.
* Monitor lunch breaks and leaves to ensure proper staffing levels are maintained throughout the day.
* Effectively manage the team’s overtime, making sure it is allocated appropriately and within budget while maintaining operational efficiency.
* Collaborate with HR for the effective implementation and adherence to all corporate policies, maintaining consistency and compliance across the team.

Job Qualifications:

* Exceptional written and spoken English communication skills.
* Proven experience in Sales Support, Customer Service or related roles, preferably in the Travel or Hospitality industry.
* At least 2 years of supervisory experience in a similar capacity.
* Proficient in MS Office, Outlook and CRM tools, including Salesforce.
* Strong organizational skills with the ability to multitask and prioritize effectively in a fast-paced environment.
* Demonstrated leadership skills, with the ability to inspire and motivate a team.
* Experience in attendance monitoring, leave tracking and overtime approvals.
* Sound work ethics, professionalism and the ability to foster a collaborative team environment.
* Willingness to work on Night Shift schedule.