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Bilingual Team Leader (Call center)

People are at the core of Cheapoair. We are one of the fastest growing travel technology companies in the world; our portfolio of travel brands, receives over 100 million visitors annually.   

We are seeking an energetic, highly motivated Bilingual Team Leader with strong sales acumen and a proven ascending career. As a Team Leader at Fareportal, you will be working in our growing CheapOair division contact center, located in Mexico City.

There isn’t a better time to join our growing global team!

Responsibilities

  • Performance Management as and when needed
  • Manage Customer Escalations
  • Audit all high transaction bookings (MCO
  • Complete ownership on GSU, DOT, BBB cases, unethical practices and irate passengers
  • Revenue
  • Meet Revenue Targets (Goal v/s Actual) - Daily, Weekly and Monthly.
  • Meet Booking's/Transaction Targets (Goal v/s Actual) - Daily, Weekly and Monthly.
  • Review agent's Daily/Weekly/Monthly performance against the target on all metrics
  • Hourly Performance Tracking - Revenue and Bookings
  • Coaching and Feedback from Calls & TID audits- e.g. listening to calls, AQC Audit (including Absorptions) and emails from ticketing, SODs
  • Work with agents on specific needs like system navigation or usage (GDS or OBE related), customer handling skills and communication
  • Meeting training requirement as per training calendar provided by training team.
  • Agent attendance (tracking cab/self-delays) prior to shift to plan mitigation of absenteeism impact
  • Attendance Regularisation for direct reports
     

Requirements

  • 3-5 years of recent travel agency/airline experience as a team leader, supervisor or similar
  • Willingness and competence to work in multiple complex situations
  • Clear understanding of policies and procedures of operation.
  • Ability to assesses situations accurately and determine/suggest appropriate action.
  • Capable of planning, prioritize, and organize work effectively to produce measurable results. 
  • Prior inbound call center customer care/sales experience.
  • Qualified candidates should be bilingual (written and verbal) in Spanish/English.
  • GDS experience (SABRE and/or Amadeus)
  • Flexible availability including mornings, evenings, and weekends as needed.

What we offer

  • Competitive base salary
  • Monthly incentives
  • All benefits required by Mexican law: vacation time, vacation prime, Sunday and holiday prime, Christmas bonus, IMSS, INVFONAVIT and FONACOT
  • Paid overtime according to operational requirements
  • 2 days off, per week
  • Fun team environment
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