ROCKSTAR Team Lead Position

Hi there! We're looking for a Team Lead ROCKSTAR to join our team FULL-TIME with Short-Term Vacation Rental/Hotel Operations. Our company manages vacation rentals and hotel properties worldwide, listed on various booking platforms. Proficiency with Upgrade to see actual info/VRBO or any Booking Automation is a MUST.

COMPANY OVERVIEW:

Rocketstay connects hotels to short-term rental sites and manages short-term rentals. Our team is dedicated to delivering exceptional service and experiences to our clients and customers.

JOB DESCRIPTION:

We seek an experienced BPO Team Lead with a background in travel accounts, particularly with expertise in platforms such as Airbnb, Upgrade to see actual info, Agoda, or Priceline. The ideal candidate will also have experience with short-term rentals and a proven track record of growth in this field.

RESPONSIBILITIES:
- Supervise and manage a team of customer service representatives handling AirBnb and short-term rentals.
- Provide leadership, guidance, and support to teaUpgrade to see actual infombers to ensure they meet performance targets and deliver excellent customer service.
- Monitor team performance metrics and implement strategies for continuous improvement.
- Conduct regular coaching sessions and performance evaluations for teaUpgrade to see actual infombers.
- Handle escalated customer issues and ensure timely resolution.
- Collaborate with other departments to optimize processes and enhance the overall customer experience.
- Stay updated on industry trends, best practices, and platform updates related to travel accounts.
- Real-time management monitoring of email tickets, chat queues, and calls.
- Provide support to customer service representatives.


QUALIFICATIONS:
- Minimum of 2 years of experience working in a BPO environment focusing on a travel or booking account.
- Proven track record of success and growth in the BPO or hospitality industry
- Strong leadership and people management skills.
- Excellent communication and interpersonal skills.
- Ability to thrive in a fast-paced, dynamic environment.
- Flexibility to work in shifts as needed.

BENEFITS:
We offer competitive salaries with benefits, including:
- Social Security System (SSS)
- Pag-ibig
- PhilHealth
- Paid Time Off (PTO)
- Health Maintenance Organization (HMO)
- Yearly tech allowance
- Child education allowance
- Maternity/paternity leave
- 13th month pay
- Other bonuses

COMPENSATION:

Pay range is between $6 to $8 per hour, commensurate with experience.

HOW TO APPLIY:

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