Eric James Idea Email and Phone Number

Manages escalation agents. Assist with goal-setting and setting up action plans to achieve excellent and quality service.

Provide real time assistance to the escalation agents. Assist and act as a support/resource with training of new hires and upskill of existing employees. Provide ad hoc support to other lines of business in the company.

Handles escalation calls from frontline agents and provide resolution to all travel concerns and issues

• Provide real-time support and solutions regarding process clarification and member escalations from different teams within Velocity and Virgin Australia. • Maintain and update the Velocity knowledge base. • Communicate program updates, process and product changes to relevant stakeholders within Velocity using various communication tools • Respond and manage enquiries and escalations • Liaise with different Velocity support teams in Sydney and Brisbane to provide solutions to highly-escalated cases or partner escalations • Monitor, track, and resolve errors from the contact centre

• Provide agent support on queries and clarifications for all Velocity lines of business• Receive supervisor calls and provide resolution to member issues• Assist in agent education and upskilling

• Receive inbound calls and providing service in all member queries and requests• Process all flight request using the Sabre GDS (Global Distribution System)