Crew Accommodations Team Lead

TA Connections, a Fleetcor company, has joined Hotel Connections and Travelliance to become the world's leading provider of technology and services for crew logistics management. Our next-gen suite of solutions makes travel management easier and less expensive, while ensuring professional travelers worldwide remain connected, comfortable and secure throughout their journey. We are transforming the way our customers manage their operations, delivering innovative tools that enable them to make smarter, data-driven decisions while delighting the world's most mobile workforce.

Hotel Connections is headquartered in Miami, FL, with local offices in Scottsdale, London, Mexico City, Shanghai, and Singapore.

**Responsabilidades e atribuições**
The Crew Accommodations Team Lead is tasked with overseeing the agents assigned to the specific shift and ensuring that the scheduled functions and tasks of the Crew Accommodations Gol OCC desk are completed on a timely manner. The Team lead will also train, coach and mentor, ensuring productivity and service level agreements are met or exceeded. This position will need strong leadership and interpersonal skills, as well as be comfortable working under pressure in a dynamic and demanding environment.
- Assign shift responsibilities to Crew Accommodations Agents
- Ensure that Crew Accommodations agents understand and acknowledge their assigned tasks
- Handle relocations of crews that occur last minute
- Act as the main liaison between the Gol’s duty manager and TA Connections Crew Accommodations Desk
- Work closely and in sync with client’s Crew Tracking, Crew Scheduling and other groups relevant to satisfy all operational requirements.
- Maintain an environment of positiveness, open and respectful communications and professional behavior. Report any incidents in a formal and professional way to the direct Report and/or HR.
- Monitor and report agents’ attendance, punctuality, breaks, and adherence to Companies’ policies and Employee’s Handbook
- Monitor and confirm that all agents have access to the tools, systems and defined resources that will allow them to perform their job duties as per Standard Operations Procedures
- Master all agent’s activities and tasks and execute them when needed, which include, but is not restricted to:

- Booking and updating hotel accommodations and ground transportation
- Last minute sourcing for hotel and Ground transportation options
- Execute and complete all routine shift activities assigned to the Team lead role such as, but not limited to:

- Daily Briefing report
- Shift Productivity report
- Shift Pass-down Report
- Other assigned on an ad-hoc basis
- Monitor performances of shifts agents for assistance with evaluations, quality assurance, and training purposes
- Constantly provide positive feedback openly to Crew Accommodations Agents and colleagues regarding their tasks, performance and issue-resolution accomplishments
- Special projects and assignments

**Requisitos e qualificações**
- Excellent verbal and written communication skills:

- English & Portuguese mandatory
- Spanish is a plus
- Ability to work in a call center - type environment
- Ability to interact with clients and business partners both electronically and via telephone
- Excellent interpersonal and client relationship skills
- Ability to manage and provide feedback to all types of individuals
- Flexibility to adapt to changing customer requirements and schedules
- Ability to handle multiple priorities in a high-volume, target-based environment
- Strong attention to detail
- Strong verbal and written communication skills
- Strong organizational skills
- Strong analytical and problem-solving skills
- Strong technical skills
- Proficient with Microsoft Office (Teams, Excel, Outlook)
- Proficient internet research skills for customer information
- Exceptionally high levels of motivation, working both independently and as part of a team
- Ability to interact, communicate and negotiate effectively
- Work on-site at GOL’s Operational Control Center

**Informações adicionais** Nossos benefícios**

**Local de Trabalho**: Aeroporto de Congonhas - SP;
Modelo de trabalho: presencial 6 x 1

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Seguro de Vida;
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E para completar, a mensalidade do Sem Parar é por nossa conta

**E aí, quer construir o