Mid-Level Team Leader - Travel & Concierge Experiences On-site

About the Role

As a Mid-Level Team Leader in Travel & Concierge Experiences, you will play a vital role in enhancing customer satisfaction and team performance. This position requires fluency in English and French, both spoken and written, to effectively communicate with diverse clients. You will oversee a team dedicated to providing exceptional travel and concierge services, ensuring that all operations align with our high standards. If you are passionate about leading teams and improving customer experiences, this role is for you.

Responsibilities

• Own and deliver team performance against SLAs and customer satisfaction targets.
• Oversee and manage case volumes, ensuring accuracy and timely completion.
• Identify performance gaps and implement corrective actions to enhance service quality.
• Lead, coach, and develop a team of Travel Consultants to achieve their best.
• Drive a high-performance culture while managing attendance and engagement.
• Implement process and system improvements to enhance efficiency and service delivery.

Requirements

• Minimum 3–5 years of experience in BPO/contact center operations.
• At least 2 years in a leadership role with proven team oversight.
• Educational attainment: College Level or equivalent experience.
• Proven ability to manage team performance against operational KPIs.
• Ability to operate in a fast-paced, high-volume environment.
• Willingness to work weekend and overnight shifts as needed.

Benefits

We offer a competitive salary and benefits package, including opportunities for professional development and growth. Join our team to make a significant impact in the travel and concierge industry. For more information about our company culture, visit our company page. If you are interested in exploring more job opportunities, check out our Dubai job listings.

• Minimum 3–5 years of experience in BPO/contact center operations.
• At least 2 years in a leadership role with proven team oversight.
• Educational attainment: College Level or equivalent experience.
• Proven ability to manage team performance against operational KPIs.
• Ability to operate in a fast-paced, high-volume environment.
• Willingness to work weekend and overnight shifts as needed.

• Own and deliver team performance against SLAs and customer satisfaction targets.
• Oversee and manage case volumes, ensuring accuracy and timely completion.
• Identify performance gaps and implement corrective actions to enhance service quality.
• Lead, coach, and develop a team of Travel Consultants to achieve their best.
• Drive a high-performance culture while managing attendance and engagement.
• Implement process and system improvements to enhance efficiency and service delivery.