Team Lead

• Perform operational duties in line with the Operations Agent role, ensuring accuracy, efficiency and adherence to established processes
• Own and oversee the rate loading function, including RFP tool submissions, Zendesk requests, chain rate loading and preferred partner rate loading
• Serve as the primary escalation point for operational queries and issues, acting as first point of contact during peak periods
• Facilitate onboarding and training for new team members on rate loading processes, systems and operational procedures
• Deliver ongoing training and process updates related to change requests, system enhancements and third-party integrations
• Monitor rate loading activities during peak periods, prioritising customer requests and allocating resources to maximise revenue opportunities
• Manage support case distribution across the team, balancing workloads and meeting agreed SLAs
• Provide regular operational updates and reporting to the Operations Manager, Director of Operations and Vice President of Operations
• Maintain comprehensive process documentation and collaborate with leadership on solutions
• Act as the department's Subject Matter Expert, providing guidance and problem resolution to colleagues
• Foster a positive, collaborative, high-performing work environment
• Ensure compliance with company policies, procedures and regulatory requirements

Qualifications & Experience:

• Diploma or degree graduate from a recognised college or university
• Background in Hospitality and Hotel Management is a plus
• Experience working with hotel reservations, rates management and CRS operations
• Experience with Zendesk, Salesforce, Cvent and other booking platforms
• Customer service industry experience

Skills & Competencies:

• Excellent working knowledge of Excel
• Excellent attention to detail
• Strong supervision, training and escalation management skills