Team Lead

• Support the day-to-day operations of a dedicated account and client program to ensure ADTRAV is meeting the service levels expected of our client.
• Act as a subject matter expert and assist agents with questions or issues, being a first level support for agents on applications, processes, procedures, and policies.
• Escalate issues to management as needed.
• Assist with onboarding, implementation, meeting launch, servicing and offboarding of group air programs for the client.
• Create and coordinate support tickets with internal departments requesting systems be configured according to meeting parameters and to support meeting and client requirements.
• Manage meetings and groups via the GDS and internal systems.
• Conduct quality assurance reviews on meetings reservations and travel records, prior to meeting launch, and provide information to management.
• Coordinate with internal teams to ensure deadlines are met and regular updates are communicated with the client.
• Ensure all department and group processes are properly documented, communicated, and trained on.
• Review meeting parameters and ensure proper setup/configuration within ADTRAV systems.
• Assist with monitoring phone and email queues to ensure that service levels and response time requirements are met.
• Escalate concerns to management.
• Assign and coordinate work of agents as needed to support operational demands and client deadlines.
• Assist with agent ticketing and ensure reservations are processed accurately and timely.
• Book, ticket, modify, and manage air travel arrangements for group programs of varying sizes.
• Organize manifests, reporting, traveler updates, schedule changes, and travel documentation.
• Be responsive to travelers and clients throughout the booking process.
• Serve as a liaison between the client, travelers, agents, and internal departments.
• Assist management with airline contracts, group blocks, attrition management, and utilization tracking.
• Follow up with the client regarding travel plans and program requirements.
• Create, maintain, and distribute operational, KPI, SLA and client reports for management and client contacts.
• Research customer service issues and reservations records to provide information and resolution recommendations to management.
• Identify process improvements, workflow efficiencies and training opportunities and provide recommendations to management.
• Maintain job aids, procedures, training materials, and other documentation on the account and processes.
• Meet all KPIs as required for the position and outlined by management (e.g., productivity, transactions, errors, SLAs, response times, meeting set up timelines), including maintaining consistent attendance and adherence to the schedule.
• Document all information in the CRM and other tools as required.
• Utilize various applications, including GDS, online booking tools, Smartsheet, Confluence, Jira, CRMs, and various internal applications.
• Follow ADTRAV policies, procedures, and approved workflows on how to service travelers.
• Provide excellent customer service in every interaction with travelers and the client.
• Show empathy and be able to identify and solve issues.
• Communicate effectively with other agents and employees to solve problems, gather information, and service travelers and the client.
• Become knowledgeable in ADTRAV's industry and customer base.
• Participate in ongoing training to continuously build and maintain knowledge and skills in the industry and with the account.
• Represent ADTRAV by embracing the company values and maintaining effective working relationships with employees, partners, vendors, and clients.
• Adhere to company policies and procedures.
• Other duties as assigned.

Group Air Coordinator supporting dedicated client air travel needs

Group Air Coordinator – Dedicated, Team Lead

Group Air Coordinator supporting dedicated client air travel needs at ADTRAV Travel Management. Leading operations and ensuring exceptional service for group air programs.

• Develop, implement, and maintain the delivery of world-class service including quality assurance, client services, and workforce management ensuring departmental objectives are met
• Assesses and evaluates current team competencies to develop a baseline of service opportunities
• Leads efforts to refine Service Center measures and tracking systems for program improvements
• Maintains records of training activities, colleague progress, and program effectiveness
• Analyzes and resolves customer service issues
• Supervises a Service Center unit (team) providing leadership, direction, and support and monitors team's daily performance
• Monitors workloads and status; supports colleagues by providing advice on handling complex issues; and identifies and resolves problems and issues
• Works with team leadership to develop, implement, and monitor staff development plans with a focus on overall customer service skills
• Communicates with upper management regarding unit issues and resolutions

Team Lead developing and managing world-class client services in customer support

Care Team Lead

Team Lead developing and managing world-class client services for Sedgwick in customer support. Ensuring departmental objectives are met while leading a team of service professionals.

• Lead, mentor, and coach a team of customer support representatives, providing guidance and support to ensure optimal performance outcomes.
• Conduct regular team meetings and provide ongoing training and development opportunities to enhance skills and knowledge.
• Ensure that all customer inquiries, concerns, and complaints are addressed promptly and effectively, maintaining the highest levels of customer satisfaction.
• Develop and optimize customer service processes and workflows to improve efficiency and productivity.
• Analyze metrics and KPIs, such as response times, first contact resolution, and customer satisfaction scores, and take necessary actions to meet or exceed targets.
• Prepare regular reports on customer service performance, including key metrics, trends, and customer feedback, and present findings to management.
• Identify areas for improvement and implement strategies to enhance customer service operations based on data-driven insights.
• Handle employee issues, including performance concerns, conflict resolution, and disciplinary actions when necessary.

Team Lead for Customer Support at Crescendo

Healthcare Team Lead – Temporary

Team Lead for Customer Support at Crescendo empowering representatives to ensure excellent customer experience. Leading training, analyzing performance metrics, and optimizing customer service operations.

• Lead a team of 12 – 15 field technicians
• Provide top of the line offerings for yourself and your team
• Interaction with customers
• Develop technicians
• Attention to detail while on site and in quoting jobs
• Scheduling and promoting safety
• Constant communication and management of quoted work

Technical Team Lead overseeing HVAC field technicians at Johnson Controls

HVAC Truck Based Technician, Team Lead

Technical Team Lead supervising HVAC field technicians at Johnson Controls. Leading safety and efficiency in service offerings while managing a skilled team in the industry.

Team Lead jobs in Missouri

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Group Air Coordinator – Dedicated, Team Lead

Care Team Lead

Healthcare Team Lead – Temporary

HVAC Truck Based Technician, Team Lead