Customer Service Airlines Manager – TA Connections

Titulo da Vaga: Customer Service Airlines Manager

Nome da Empresa: TA Connections

Salário:

Localização: São Paulo – SP

Descrição da Vaga: Business Unit: TA ConnectionsLocation: Congonhas – SPWork Model: PresencialPosition’s objectives: The Customer Service Manager within Fleetcor’s Airline Division is responsible for overseeing and managing the Crew and Distressed Pax customer service Team. The Manager is responsible for maintaining the proper level of staffing to support our clients, for maintaining metrics to monitor the team’s performance, and their schedules to meet our operational SLAs (Service Level Agreements).

• Lead the customer service team supporting crew and DPax operations.
• Participate in the hiring & training process
• Monitor the team’s performance and provide coaching & feedback when needed.
• Manage team’s schedules to ensure 24/7 support, considering:
• Agent’s Schedules & Training
• Supervisor’s Schedules & Training
• Team’s attendance and PTO
• Work closely with Ops Senior leadership implement operational tools and best practices KPI Dashboards
• Training material and tests
• Visibility of Ops performance
• Work closely with Account Management Leader to understand client’s needs, but also to define responsibilities and to educate the business on operational processes.
• Ensure teams follow company policies and procedures, in line with local regulation
• Complete performance evaluations for each local TA Connections team member.

Skillset Requirements:

• Good verbal and written communication skills:
• English & Portuguese mandatory
• Spanish is a plus
• Ability to work effectively with internal and external clients at mid-management levels.
• Quick learner for software applications.
• Responds promptly to customer needs and is aware of customer feedback to improve service
• Prioritizes and plans work activities; uses time efficiently.
• Adapts to changes, able to manage competing priorities.
• Previous experience with travel, hotel or call center industry.
• Mid-level skill in Excel.
• Ability to maintain calm and to make rational decisions under time pressure
• Flexibility to work at various times of the day and for prolonged hours.
• Work on-site from Gol’s office, as well as work from Azul’s office and from Home sporadically
• Flexibility to travel up to 25% of the time visiting other TA Connections offices.

Benefits:

• VA/VR, você decide. Oferecemos duas opções e você pode optar entre uma delas, VA para uso no mercado, VR para uso no dia a dia em restaurantes;
• Assistência Médica Bradesco;
• Assistência Odontológica Bradesco;
• Wellhub, antigo Gympass*;
• PLR (Participação nos Lucros e Resultados, de acordo com a política vigente);
• Telemedicina: você poderá realizar consultas online, via chamada de vídeo com médicos disponíveis 24h por dia, 7 dias por semana;
• Day-off de aniversário;
• Mensalidade Sem Parar Essencial sem custo para você;
• Seguro de Vida;
• Programa de acompanhamento para gestantes e licença paternidade estendida;
• Desconto de até 20% em instituições de ensino para cursar pós graduação ou MBA;

Candidatar-se a vaga!