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Form of workAbout Foundever
At Foundever, our people are our greatest asset. Once you join our team, we invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals.
Your building blocks for building your career: Foundever™ is a safe space to try new things. You can count on us to help guide your career or choose your own adventure and invent your own path.
How you feel matters - whether at home or in person: At Foundever, we create work environments to fit your lifestyle: work-from-home jobs or on-site opportunities.
Join our wellness community today: Connecting our team through a global and digital wellbeing community – via challenges and games - we encourage our people to be #EverBetter.
About the position
The main objective of your Team Manager role will be daily management of the team which includes supervision of Key Performance Indicators (KPIs) for individual team members and the responsibility of the team achieving targets as a collective.
What will you be doing
- Drive both company and client policy to meet regulatory standards
- Provide direction and communication to the team in regards to customer service standards
- Be available to assist agents with advice and knowledge in providing the customer with a first time resolution
- Develop team members by providing effective coaching and mentoring to ensure continuous improvement for the team and deliver high quality service to the client
- Take ownership of escalated calls by handling customer demands in a proficient manner
- Motivate and inspire individuals in delivering quality customer service and reach personal goals
- Adhere and respond to client requests where appropriate
- Contribute to other projects if requested
- Display professionalism in your presentation at all times
About you
To be successful in this role, you need
Essential:
- Extensive (>5 years) experience in travel industry or in a call centre environment
- Must have experience in Sabre and/or Amadeus booking systems
- Considerable experience in working with KPIs
- Very good computer skills
- Experience in a leadership/management position
- Very good communication skills
- Ability to build rapport, lead and organize the team to build a pleasant working environment
Desirable:
- Formal Qualification in Management
- Advanced computer skills
What we can offer you
- Permanent Full Time (38 hr week) role
- Frequent social and engagement activities in the office!
- Learning and Development opportunities for professional and personal development
- Free Employee Assistance Programme (EAP) for all employees
- Access to EverBetter – our global engagement and wellness platform!
All applicants must provide Australian work rights and be willing to undergo full background screening which includes police checks an essential and mandatory requirement.
