Senior Group Lead - Travel - Cebu

TASQ is urgently seeking an on-site Senior Group Lead - Travel Support in Cebu. The pre-screening interview will be conducted over the phone.

**Position Overview: Senior Group Lead (Cebu)**

**Work Arrangement:** Onsite

**Shift Schedule:** 24/7

**Responsibilities:**

- Manage a team of Team Leaders (TLs).

- Maintain various metrics as defined by the client.

- Independently address customer care issues, assist customers in problem-solving, provide resolutions, coordinate escalations, and assess customer needs.

- Motivate the team through effective management, career development, and the implementation of reporting mechanisms.

- Serve as the liaison with other company departments that impact technical support, engaging in one-on-one relationship management.

- Analyze reports, including process dashboards and team performance reports, and initiate appropriate action plans and training sessions.

- Oversee team attendance and attendance incentives, manage shift-level projects and initiatives, and handle the administrative responsibilities of the group/shift.

- Mentor and support new hires.

**Qualifications:**

- Graduate in any field.

- 4-6 years of relevant work experience.

- Proficient in computer skills, including MS Office, operating systems, internet services, and online tools.

- Strong verbal and written communication as well as presentation skills.

- Good interpersonal skills and people management abilities with a solid problem-solving approach.

- In-depth knowledge of service procedures.

- Strong analytical skills for Management Information Systems (MIS), data analysis, and reporting to both internal and external customers.

- Ability to exercise managerial judgment and serve as a mentor.

- Proven customer service skills.

- Leadership abilities.