Role and Key Responsibilities:

• Responsible for the day-to-day supervision of a group of call centre associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements
• Regularly impart effective coaching to direct reports, ensuring consistent high-performance delivery
• Identify performance related issues, develop an action plan for improvement and implement corrective actions.
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.
• Communicate expectations to employees and provide timely updates.
• Provide subject matter expertise in handling escalated customer calls as needed.
• Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
• Stay current on internal work processes, policies and procedures. Attend required manager development training.
• Promote CNX values- “walk the talk” and lead by example.
• Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed.
• Ensure that the operations is in compliance with active contracts
• Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner.

Key skills & knowledge:

• Associate degree in related field with two to four years of relevant experience preferred.
• Highly motivated individual with skills to develop and coach team members to achieve performance expectations.
• Work well under pressure and follow through on items to completion.
• Excellent oral and written communication skills
• Ability to lead team members, multi-tasking, prioritization, and meeting timelines of deliverables.
• Ability to mentor, coach and provide direction to team members.
• Willingness to work in a flexible schedule.
• 1+ year experience in the Travel / Aviation field - preferred but not Mandatory