The Team Leader role within the Global Contact Centre is responsible to lead the Reservations Specialists, Senior Reservations Specialists and Suites Specialists team to provide exceptional customer service through all channels to include voice and email, whilst optimising the conversion of all enquires to achieve performance targets and standards and  maximise revenue. The Team Leader for Italy will have a specific focus on the Dorchester Collection hotels in Italy and the Italian speaking team.

This role is based in London and will work with the Senior Customer Service Management team to identify and develop best practice, driving a positive, performance-focussed culture which exceeds SLA’s and delivers exceptional customer service and employee engagement.

• Full professional command of the Italian language.
• Ownership of the contact centre agent team, utilising the Quality Framework to  coach and  develop agents to enhance skills and performance levels.
• Communicate appropriate information effectively to the team including, but not limited to rate & package availability, procedure & policy additions & amendments.
• Work collaboratively with Revenue, Service Quality, Operations and other stakeholders to ensure the contact centre team have the correct knowledge and information to successfully deliver the contact centre performance.
• Demonstrate ownership and accountability for offering solutions to benefit customers and Dorchester Collection, whilst driving a continuous improvement ethos within the Global Contact Centre .
• Monitor and manage team and individual performance whilst working collaboratively with Team Leaders across the Global Contact Centre. 
• Ensure effective and constructive feedback is communicated to the team on an on-going basis for both good performance and areas of opportunity.
• Identify individual and team training requirements to ensure that the teams have the skills and capability to deliver performance requirements.
• Improve customer satisfaction and call quality by monitoring Voice and email as required and provide feedback through side by side coaching.
• Provide training, coaching and support to new and experienced agents to develop skills and capability and identify skills gaps.
• Utilise workplace tools and apply internal procedures to ensure resources and skills are effectively  deployed across the contact centre.
• Conduct monthly 1 to 1 meeting, providing constructive feedback to support the development of the contact centre team. 
• Conduct the daily team briefing and provide updates, review performance standards and requirements to motivate and direct the contact centre team.
• Ensure the contact centre team is conversant with new packages/promotions and are up to date with updated hotels product and services.
• Demonstrate ownership for driving continuous improvement and offering solutions to benefit guests and the hotel operations.
• Respond to Global Contact Centre customer complaints and escalate as necessary. 
• Maintain and improve consistencies in product and services within the team to drive consistency in service levels, performance and revenue targets.
• Promote the Global Contact Centre Mission and Vision whilst positively influencing and contributing to the team culture .
• Perform other duties as may be reasonably required.
• Maintain brand standards while conversing and demonstrating the company values at all times

EDUCATION

• Secondary school education and other relevant qualifications
• Advanced Microsoft office skills and agility in the use of technology and multiple systems and platforms.
   

EXPERIENCE

• Proven experience of leading and motivating teams to achieve targets and deliver excellent service in an operational environment.
• Delivering KPI’s and SLA’s and leading team through quality feedback and 1 to 1 discussions.
• Collaborative approach to teamwork, flexible working style and positive approach to change.
• Ability to train and coach teams in the workplace and adapt to learning styles.
• Experience of prioritising and  managing workloads in a pressurized operational environment.
• Experience of working in a premium brand within hotels, travel agencies, call centres , airline reservations departments or hospitality environment.
• Ability to adapt and lead people through change.
• Good organizational, time management and decision making skills.
• Passionate about delivering excellent customer service.
• Ability to take ownership and be supportive to the team and senior management.
• Excellent written and verbal communication skills.

• Daily meal allowance on a lunch card
• Non-contractual contact centre bonus scheme
• Company pension scheme
• Life assurance
• 28 days paid holiday inclusive of bank holidays
• Employee assistance programme
• Season ticket loan
• Long service awards in multiples of 5 years
• World-class training and development
• Friends and family discounts
• Complimentary stays within the hotel group
• 50% F&B discount at selected hotel outlets
• Employee Introductory Scheme - £750
• Uniforms provided or complimentary dry-cleaning