Leads one of the customer service delivery team, supervising a team of up to 14 travel consultants of different levels (junior to senior). I coaches, mentors and motivates the team. General responsibilities: * Drive Performances1) Is accountable for travel consultant’s individual results and contribution to the overall company’s results. 2)Spend between 40 to 85h a month coaching travel consultants (this includes, call and email monitoring, scorecard review, data analysis…)* General Management & Communications1) Participates actively and regularly to management activities with colleague team leaders and manager2)Communicates effectively, timely and regularly to travel consultants any key information* Develop Self & Others1) Plays an important part in the newly hired travel consultants and team leaders “on the job” training 2) Evaluate high level performances using the P2P method driven by Expedia Inc. 3) Deliver specific local trainings if and when appropriate 4)Participates continuously in Egencia Team Leader development program * Production Takes part in email / call or other day to day production when required* Missions Is involved in running / contributing to specific missions * Support (in collaboration with all other team leaders)1)1st level of support for TC2)Report and follow up on technical issues 3)Support on client and customers complaints / investigations4)Help with other department escalations (client services, customer care, invoicing, back office, planning…)5)Plays an active role on real time SLA / performance monitoring (in collaboration with the Command Center)6)Coordinate on team’s planning / activities with planning & controls teams7)Can become superuser of specific tools (Eptica, Travelsky/madeus, Cornerstone,Avaya,RTA...)