Call Center Team Lead

The Mark Travel Corporation, recognized as a leader in the business of making vacation dreams come true, is seeking a Customer Care Team Lead. Come work with an experienced team, committed to creating the best possible “end-to-end” experience for our vacation customers.

The Mark Travel Corporation provides leisure vacation packages to over 200 destinations worldwide. We are the company that the world’s leading airlines and hoteliers trust to manage their vacation brands and take care of their customers. We hire top talent to create the best products and deliver the highest level of customer service. The strength of our company is outstanding people caring about the people we serve. If you strive for excellence and have a high level of integrity, we’re interested in you!

The Customer Care Team Lead is responsible for developing and maintaining a professional team capable of maximizing potential sales and exceeding our customer’s service expectations. Ensures calls are answered efficiently and within each strategic business unit goals. Provides feedback and suggestions for increase business opportunities and profitability.

Duties & Responsibilities:

Meet service level, call handling, and performance objectives supporting corporate goals and objectives. Intervene and handle problem callers on an “as needed” basis. Communicate and uphold policies pertaining to fulfillment of end-to-end vision. Inform manager of customer issues impacting delivery of end-to-end service. Contribute to meeting customer care center policies and procedures including setting goals, and upholding standards to evaluate staff performance. Supervise and contribute to improving results of service programs to improve delivery of end-to-end service. Report results of quality programs and incentive plans to increase performance standards and results. Recruit and assist with the training of new hires.

Requirements:

Minimum of 2 years college experience, degree preferred. Two years experience managing people in team environment. Planning and project management skills. Strong communication skills. Demonstrated coaching and development ability. Microsoft product skills (Word, Excel, Outlook, Email). Analytical and problem solving skills. Call center experience preferred.

Qualified applicants should apply online at: http://www4.recruitingcenter.net/clients/marktravel/publicjobs/controller.cfm?jbaction=JobProfile&Job_Id=11275&esid=az

Benefits at a glance:

Medical Insurance Dental Insurance Vision Insurance Short and Long Term Disability Life Insurance Flexible Spending Account 401(k) Vacation and Holiday Time Off Tuition Reimbursement Travel Opportunities Team Member Referral Program Wellness Program

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment background checks