助理团队负责人 - FCM 休息时间
Assistant Team Leader - FCM After Hours
职位描述
加入企业夜间服务团队并担任关键领导角色，支持全天候环境下的运营卓越表现。
作为助理团队主管，您将与团队主管密切合作，实现卓越的服务成果，支持团队绩效，并培养积极且富有参与感的文化。
这是一个需要亲力亲为的领导职位，您将在承担运营领导职责的同时履行顾问职责，帮助推动团队成功、变革计划和持续改进。
您将有机会在实践中提升领导能力，同时对客户和团队体验产生实质性影响。
您将负责：
- 在团队主管缺席或提供支持时领导运营班次
- 确保高质量的服务、运营效率、团队士气以及流程遵守
- 作为文化倡导者，以积极态度领导并支持团队参与
- 识别需要额外支持的团队成员，并在团队和管理层之间起到沟通桥梁的作用
- 在班次期间处理绩效、行为和运营问题，并在适当情况下进行升级
- 保持高质量的个人评估结果，并支持电话质量标准的指导
- 及时调查和解决顾问和代理的问题
- 进行员工入职培训并支持新成员的入职活动
- 支持领导力发展计划，并负责分配的主管职责
- 完成报告工作并参与月度结束流程和业务发展计划
- 在不主动从事领导职责时，履行顾问的夜间责任
- 提供卓越的客户服务，同时确保KPI达成和运营准确性
- 支持变革管理计划，并遵守企业夜间服务流程
- 展现责任感、问责意识和对公司价值观和理念的承诺
任职要求：
- 具有企业夜间服务顾问的丰富经验，有持续达成并超越KPI目标的记录。
- 熟悉企业夜间服务流程和行为期望。
- 在类似环境或具有可比价值观的环境中具有领导经验。
- 有有效处理争议和解决问题的经验。
- 有支持和管理变革计划的证明能力。
- 精通操作
查看英文原文
About the Opportunity
Join Corporate After Hours and play a key leadership role supporting operational excellence across a 24/7 environment.
As an Assistant Team Leader, you'll work closely with Team Leaders to deliver exceptional service outcomes, support team performance, and foster a positive and engaging culture.
This is a hands-on leadership position where you'll balance operational leadership responsibilities with consultant duties, while helping drive team success, change initiatives, and continuous improvement.
You'll have the opportunity to develop your leadership capability while making a meaningful impact on both customer and team experiences.
What you will do:
- Lead operational shifts in the absence of, or in support of, Team Leaders
- Ensure high service quality, operational efficiency, team morale, and adherence to processes
- Act as a culture champion by leading with positivity and supporting team engagement
- Identify team members requiring additional support and act as a communication bridge between the team and leadership
- Address performance, behavioural, and operational issues during shifts and escalate where appropriate
- Maintain high personal quality assessment results and support coaching on call quality standards
- Investigate and resolve consultant and agent queries in a timely manner
- Conduct staff inductions and support onboarding activities for new team members
- Support leadership development initiatives and take ownership of assigned directorship responsibilities
- Complete reporting activities and contribute to end-of-month processes and business development initiatives
- Perform consultant after-hours responsibilities when not actively engaged in leadership duties
- Deliver outstanding customer service while ensuring KPI achievement and operational accuracy
- Support change management initiatives and maintain compliance with Corporate After Hours processes
- Demonstrate ownership, accountability, and commitment to company values and philosophies.
What you will need:
- Proven experience as a Corporate After-Hours Consultant with a consistent record of meeting and exceeding KPI targets.
- Strong knowledge of Corporate After Hours processes and behavioural expectations.
- Previous leadership experience in a similar environment or one with comparable values.
- Experience managing disputes and resolving issues effectively.
- Proven ability to support and manage change initiatives.
- Proficiency in operational systems including Sabre, Amadeus, Lumina, Salesforce Agent Workspace, and Genesys.
- Strong capability interpreting and calculating fares, change fees, and additional collections.
- Excellent verbal and written communication skills with strong stakeholder engagement capability.
- Ability to work effectively under pressure, manage competing priorities, and deliver results in a 24/7 operational environment
** Please advise your leader before applying **
Please Note: applications can only be considered by candidates who are based in Australia and have the right to work without restriction or requiring visa sponsorship.
Salary: 80,000Originally posted on Himalayas