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Full-Time Opportunity: This is a permanent, full-time position with a competitive package and real career growth potential.
Job Description
What You’ll Be Doing
- Lead, coach and manage a team of Travel Assistance Coordinators, ensuring adherence to company standards, policies and service expectations.
- Act as the primary escalation point for complex cases, complaints and customer issues, ensuring timely and effective resolution.
- Monitor and evaluate team performance, including call handling, case quality and system accuracy, providing structured feedback and coaching.
- Drive team capability development through ongoing training, mentoring and performance management.
- Support day‑to‑day operations, including shift coordination, workload distribution and resource planning.
- Conduct regular reviews and reporting on team performance, identifying trends and recommending process or workflow improvements.
- Lead complaint handling and resolution processes, ensuring thorough investigation, documentation and preventive actions.
- Collaborate closely w...