Team Leader - Thai Airways

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Job Description

Centrecom Pte Limited is a joint venture organisation that draws together the talents of Fiji Airways and the global expertise of a well-respected international partner to provide outstanding contact centre and back-office services to both local and international clients 24/7. Our “Centre for Excellence” has engaged state-of-the-art technology to achieve and sustain the highest quality of customer service. Centrecom has experienced rapid expansion, extending its operations from Suva to Navua, Nadi, and Lautoka, with the establishment of multiple centers to cater to the increasing demand for our services. Our success stems from our dynamic and agile work environment, where we excel at delivering outstanding customer service and support to our valued clients.

The Team Leader for Thai Airways will lead, inspire, and empower a team of reservation consultants to consistently achieve exceptional performance and customer satisfaction. S/he will be responsible for creating and implementing training and development plans while effectively managing the team's human capital to drive continuous growth and success. The role reports to the Contact Centre Manager.

Outcomes

Organisational Stakeholders
1. Effective Leadership provided to the tem
Tasks delegated efficiently, with clear deadlines set to ensure productivity. Individual and team performance tracked regularly to identify areas for improvement and celebrate successes. The performance management process led effectively to address performance gaps, while skills and capability development continuously assessed.
2. Training, Development, and Continuous Feedback
Training needs identified by working closely with team members  development plans maintained to ensure ongoing growth. Regular 1-2-1 meetings and team huddles held to provide continuous feedback and coaching, aimed at enhancing team performance.
3. Recognition, Rewards, and Team Motivation
High performance recognised and rewarded in line with company policies to maintain motivation and a sense of accomplishment. Team members’ achievements celebrated, helping to inspire and sustain motivation within the team.
4. Collaboration with Other Departments and Operational Improvement
Collaboration with relevant departments promoted to align people management expectations and drive cross-functional initiatives. Operational risks and areas for improvement highlighted to the Operations Manager, with issues escalated to senior management when necessary.
5. Organisation's image and value standards demonstrated and promoted
Collaborate with other teams in the organisation for the benefit of the organisation Monitor and encourage team members to uphold image and value standards Uphold and demonstrate the organisation's image and values

Responsibilities - Critical Competencies

Competence	Description
Business
Planning	Deliver results by developing, reviewing or following a work plan, action plan or operational plan.
Communication	Exchange information through verbal communication
Customer
Customer Commitment	Demonstrate a commitment to customer service - both internal and external customers.
Promotion	Promote the value of the products/services offered by the organisation.
People
Leadership	Utilise a leadership position to influence people and events and to increase performance.
Facilitation	Assist the progress of work ensuring its timely and effective completion.
Problem Solving	Develop practical solutions to a situation.
Learning	Develop the competencies of self and others to enhance performance.

Qualifications

Qualification	Discipline	Notes
Preferred
School Leaving	Year 12 & Year 13 pass

Work Knowledge and Experience

1. 2-3 years of previous experience in a similar role managing a team preferably in a call centre environment;
2. High attention to detail with demonstrated investigation skills;
3. Excellent written and verbal communication skills in English are essential
4. Good knowledge of MS Office skills is essential
5. Ability to manage time and take a proactive approach
6. Ability to motivate and work on staff developments
7. Integrity, enjoy problem solving and customer facilitation

Requirements

Language Proficiency
Excellent command of English
Regulatory Compliance Requirements
Relevant certifications, registrations, and licenses may be required.

Interactions

Interaction	Comments
Internal
Relevant Accounts
Reservation Consultants
Management Team
External
Customers

Attributes

Attribute	Definition
Behavioural Styles
Accountable	Assumes full responsibility for own actions and identifies with the success or failure of own part of the overall work/goal.
Detail oriented	Attends to the small elements of a task/activity, ensuring completeness and accuracy.
Integrity	Adherence to moral and ethical principles; soundness of moral character; honesty.
Interpersonal Styles
Team Oriented	Enjoys being with others as part of a group or team.
Thinking Styles
Analytic	Able to separate things into their constituent elements in order to study or examine them, draw conclusions, or solve problems.
Disciplined/Systematic	Is controlled in conduct, shows an orderly pattern of behaviour, following a methodical and thorough approach.
Initiative	Takes action and makes decisions without the help or advice of other people.