Journey Experience Center Team Leader
Descrizione dell'offerta
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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