The Enterprise by IR

URL shortening with click analytics

Contact Center Team Lead

Customer SupportConfirmed live in the last 24 hours

Full-timeMontego Bay, JamaicaNo salary listedIn-person

About the Job

Requirements

At least 1 year of experience in a similar capacity.
Excellent written and oral communication skills.
Solution-oriented approach and strong computer literacy.
Working knowledge of calibrating quality standards.
Ability to multitask and use project management skills.
Strong decision-making skills to ensure company standards are met and upheld.
Organized and detail-oriented approach.
Ability to work under pressure, learn quickly, and take initiative.
Ability to develop and maintain constructive working relationships internally and externally.
Integrity, professionalism, and good deportment.
Ability to handle sensitive information confidentially.
Adaptability to a flexible work schedule.

Responsibilities

Oversee day-to-day team operations and performance, including attendance, adherence, and quality.
Run booking reports to update confirmations received.
Manage end-to-end processing, documentation, verification, and upload of VIP Attraction bookings, including Butler VIP inclusions, and monitor communication with UVI.
Assist with recruiting by interviewing candidates for Contact Center openings.
Assist with training new hires and provide agent feedback to the Senior Supervisor.
Maintain relationships with third-party vendor management teams as the main contact for Island Routes pre-bookings, particularly vendors in Jamaica.
Maintain operational efficiency by ensuring adequate agent staffing at the right times.
Monitor staff availability for call intake throughout each day.
Update documents needed for task completion, including department standard operating procedures, reports, and trackers.
Distribute documents, links, and resources to agents for task completion.
Review agents’ end-of-day reports.
Submit monthly reports to the Operations Manager detailing incidents and discrepancies, including missing-information emails to UVI, stop sells, and invalid flight details.
Substitute for other Team Leads during vacation, leaves of absence, or sick days.
Report and document agent misconduct and noncompliance, including poor attendance or adherence, incomplete tasks, and insufficient performance.
Assist the Guest Experience Team in investigating UVI-related issues, queries, and disputes regarding VIP Attractions.
Coordinate preset staff schedules and lunch times with management based on business needs.
Conduct regular team meetings with assigned agents and other team members.
Identify training needs or knowledge gaps for new and existing employees, and provide feedback and coaching to prepare, develop, and retain employees.
Liaise between Senior Management and team members to support open communication and adherence to policies and procedures.
Perform weekly call monitoring and evaluate task assignments and completion.
Develop expert-level knowledge of products and services to guide employees.
Create, update, and maintain standard operating procedures to support knowledge sharing.
Ensure proper documentation of coaching, development, and corrective actions relating to agent performance.
Participate in monthly Manager meetings.
Perform other duties assigned by management.

Contact Center Team Lead

Responsibilities/Requirements:

Oversee the day-to-day operation and performance of the team, including Attendance, Adherence, and Quality.
Running Reports on bookings to update confirmations received.
Manage the end-to-end processing, documentation, verification, and upload of VIP Attraction bookings, including Butler VIP inclusions and monitoring communication with UVI.
Assisting in the process of recruiting by interviewing potential candidates for various job openings within the Contact Center.
Assist with training new hires and providing agent feedback to the Senior Supervisor.
Maintaining a professional relationship with all third-party vendors’ management teams as a main point of contact for Island Routes pre-bookings, particularly vendors in Jamaica.
Maintaining operational efficiency by ensuring that an adequate number of agents are staffed at the right time.
Monitoring staff availability for the intake of calls throughout each day.
Updating documents necessary for task completion, including but not limited to department SOPs, reports, and trackers.
Dispersing the necessary documents, links, and resources to all agents for their task completion.
Review of agents’ end-of-day reports.
Submitting monthly reports to the Operations Manager detailing incidents and discrepancies (missing information emails to UVI, Stop Sells, Invalid flight details, etc.)
Substituting in the absence of other Team Leads, i.e., vacation leaves, leaves of absence, sick days, etc.
Reporting and documenting agents for acts of misconduct and noncompliance, such as poor attendance/adherence, incomplete tasks, and insufficient performance.
Assisting the Guest Experience Team in investigating UVI related issues, queries, and disputes regarding all items under VIP Attractions.
Coordinate pre-set staff schedules and lunch times based on business needs by liaising with the Management team.
Conduct regular team meetings with assigned agents and other team members.
Identify training needs or knowledge gaps for new and/or existing employees and provide feedback and coaching to prepare, grow, and retain employees.
Be a liaison between Senior Management and team members to ensure open lines of communication, policies and procedures are being adhered to accordingly.
Perform weekly call monitoring and evaluation of task assignments and completion.
Gain and display expert-level knowledge on Products and Services so that adequate guidance can be provided to employees.
Contribute to knowledge sharing by creating, updating/ maintaining Standard Operating Procedures (SOPs).
Ensure proper documentation for coaching and development and/or corrective actions taken pertaining to agents’ performance.
Participate in monthly Manager’s meetings.
Other duties assigned by management.

Qualification:

Minimum of 1 year of experience in a similar capacity.
Excellent interpersonal, written, and verbal communication skills.
Solution-oriented and highly computer literate.
Proven working knowledge of calibration of quality standards.

Specific Knowledge & Skills Required:

Must have excellent written and oral communication skills.
Must be able to multitask and have Project Management Skills.
Excellent decision-making skills, ensuring company standards are met and upheld.
Must be organized and detail-oriented.
Must be self-motivated, work well under pressure, and be a quick learner.
Ability to work on own initiative.
Must be able to develop/maintain constructive working relationships internally and externally.
Must exhibit integrity, professionalism, and good deportment at all times.
Must handle sensitive information with confidentiality.
Must be adaptable and open to a flexible work schedule.

Please Note: Only Shortlisted Candidates Will Be Contacted. Thank You For Your Applications!

About the Company

The Enterprise by IR

URL shortening with click analytics

ShortURL.at provides a URL shortening service that turns long web addresses into compact links. It targets businesses and projects needing easy link management and performance tracking. Users paste or generate a short URL, which redirects to the original page, while a real-time click counter records visits so marketers can assess traffic and engagement. The platform also supports reporting suspicious links, emphasizing safety. Revenue comes from advertising and optional marketing messages, and the company commits to privacy by not selling personal data. Unlike some competitors, ShortURL.at emphasizes business-friendly features like analytics, link management, and a straightforward ad-based monetization model while safeguarding user privacy. The goal is to help clients optimize their online presence and marketing efforts through clear link performance insights and secure, simple link management.

Company size: 1-10
Company stage: Not listed
Total funding: Not listed
Headquarters: Austria
Founded: 2016

Recently Posted Jobs

Explore more opportunities at The Enterprise by IR

See more jobs