Customer Service Team Lead-Native korean

Roles & Responsibilities
* Managing a team of 20 to 25 FTE'
* Client/Customer/People Management
* Drive Performance in the team to meet targets
* Manage the daily team activities and ensure the daily operations run smoothly.
* Drive Team adherence and manage monthly scheduling.
* Handling Escalations
* Manage key business metrics like SLA's and CSAT
* Run reports & conduct a thorough analysis of SLA misses.
* Drive Continuous Improvement in the team along with metrics improvement
* Generate dashboard and scorecards for the Team for review.
* Performance management and appraisals for the entire Team.
* Weekly Reviews to the Management on key deliverables.
* One-One with the team and scheduled Monthly Team meetings.
* Feedback and Coaching
* Knowledge management for the team and quality control
* Apply performance management strategies - action plans, BQ planning
* Responsible for people/employee career development

Generic & Behavioral Skills
* Excellent verbal and written communication skills.
* Ticketing Background.
* Overall, should be a good team player with willingness to learn and drive to achieve.
* Practice and focused on Metrics.
* Good Excel skills and Reporting knowledge
* Should be able to drive Continuous Improvement in process
Experience: GDS experience ( able to handle flight GDS system (Sabre, Galileo, and Amadeus) with 1 year experience/ relevant certification/ GDS