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Discover your journey into the extraordinary with Explora Journeys, a vibrant, cosmopolitan European luxury brand based in Geneva, leveraging MSC Group's maritime expertise. We are seeking a proactive and motivated Team Leader to oversee daily operations, guide team members, and ensure high performance and productivity.
Key Accountabilities
* Lead by example in delivering excellent customer service and maintaining a positive team culture.
* Serve as the primary contact for operational needs, coordinating with stakeholders for timely resolution.
* Act as escalation point for complex customer issues, ensuring effective resolution.
* Monitor call queues, ambassador performance, and KPIs.
* Ensure team respects shifts and breaks.
* Maintain knowledge of products, policies, and systems to support travel partners and customer interactions.
* Provide coaching and feedback to foster team development.
* Collaborate with training and quality teams to identify skill gaps and support learning.
* Contribute to operational reports and performance insights.
Qualifications
* Experience in a contact centre environment, preferably in a similar role.
* Strong communication and interpersonal skills.
* Problem-solving skills and escalation handling.
* Familiarity with contact centre tech, CRM systems, and metrics.
* Ability to multitask and adapt quickly.
* Attention to detail and organization skills.
* Fluent English; knowledge of another European language, especially Italian, is a plus.
Visa Requirements
* Right to work in Italy.
At Explora Journeys, we are redefining luxury ocean travel, emphasizing discovery, well-being, and respect for the seas. Join us to turn your passion into something extraordinary and start your journey to the Ocean State of Mind.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Information Technology
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