Reservations Supervisor - German Speaker
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Reservations Supervisor - German Speaker
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About the Role
Manage a team of reservation agents, delivering team targets and contributing to the overall achievement of Contact Centre and Group objectives. In this role, you will achieve business objectives and ensure customer satisfaction by expanding business opportunities and delivering exceptional customer service. You'll build an engaged and talented team while generating open and respectful communication that stimulates and harmonises relations within the company to ensure dialogue, exchange, cohesion and understanding.
Main Accountabilities:
Performance
* Understand and achieve agreed business Key Performance Indicators objectives (Sales and Quality)
* Deliver performance of the appropriate quantity and quality that, as a minimum, meets the agreed business objectives through the implementation of proper tactical plans.
* Effectively manage and to assist in the optimisation of the team resources to service the forecasted demand. To work in conjunction with other Team Leaders and their relevant Line Manager to ensure the most effective utilisation of channel resources.
* Facilitate feedback mechanisms which encourage the development of people and processes to the benefit of the business, individuals and customers.
* Effectively communicate individual, team and market performance with staff and management.
* Monitor the key performance indicators of all team members, ensuring that all staff deliver a service to customers that meets ABG standards.
* Collaborate in the drafting of the scripts.
People & Values
* Recruit, manage, coach and develop team members, ensuring they have the correct level of knowledge and skill and can be appropriately designed to reach their full potential.
* Provide relevant, meaningful, and timely feedback and coaching support to staff in all areas of their performance regularly.
* Personally demonstrate, through all business activities, the behavioural values, acting as a role model for all staff and visitors.
* Organise and lead regular team meetings to discuss all topics related to operational and administrative perspectives.
* Comply with and ensure high standards of health & safety, as well as the “plan de prevención”, are respected.
Process
* Follow current processes and internal procedures, and ensure the team respects these procedures.
* Support quality management and excellence through internal auditing and process reviews.
* Identify and implement improvements to the working processes and services.
What We're Looking For
* Proven experience in team management and sales/customer service
* Very high command of the German and English languages
* Proficiency with Windows-based technology platforms
* Strong leadership and people management skills
* Excellent communication and interpersonal abilities
* Customer service orientation with a focus on both internal and external satisfaction
* Analytical mindset with ability to interpret performance data
* Problem-solving and process improvement capabilities
* Ability to work collaboratively in a fast-paced environment
What We Offer
* Opportunity to lead and develop a dynamic team
* Collaborative work environment focused on excellence and continuous improvement.
* Comprehensive training and development programs
* Competitive compensation package
Avis Budget Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
Seniority level
* Seniority level Mid-Senior level
Employment type
* Employment type Full-time
Job function
* Job function Customer Service, Sales, and Management
* Industries Travel Arrangements
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