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Agent Workspace Support Leader
3 months ago
Ciao, Olá, こんにちは, Bok
Flight Centre Travel Group are looking for a Agent Workplace Support Leader to be responsible for the support, adoption, engagement, and enablement of the Agent Workspace (AW) platform globally.
What you'll enjoy...
- Tick destinations off your bucket list with our discounts on travel and accommodation.
- Employee Share Scheme through Equate Plus.
- Access to in-house financial and health services, internal 24/7 gym and newly renovated end-of-trip facility.
- Receive ongoing training and professional development through the Flight Centre Landing.
- Global career opportunities in a network of brands and businesses at your fingertips.
- Proud Corporate Social Responsibility platform through the Flight Centre Foundation, and Brighter Futures programs.
- Various social events to promote networking, the celebration of wins, and sometimes just for fun (Global Gathering Portugal).
Duties and responsibilities...
- Provide guidance, leadership, mentorship, and support to the global AW Support Team.
- Conduct monthly one on ones with all AW Support team members, including development needs, motivation, and individual performance KPIs.
- Help manage the global AW support workload ensuring adequate coverage, delegating where necessary and encouraging teamwork.
- Ensure business communication systems are followed.
- Recruit new team members, where necessary.
- Help track and communicate global AW Support KPIs.
- Control costs incurred by the team, and where possible, by the business.
- Support of the Agent Workspace Platform and Users.
- Continually analyse existing documentation and processes to identify areas for improvement for the AW support team.
- Drive adherence to global governance/release management processes to ensure system integrity.
- Ensure support SLA is maintained within the AW support team.
- Identify and drive the implementation of improvements and efficiency gains with the technical teams.
- Maintain Salesforce product knowledge, as well as relevant third-party applications.
- Ensure data within the platform is maintained to a high quality.
- Co-ordinate the delivery of system enhancements in existing features and functionality within the enablement team in conjunction with the design advisory group.
- Prioritise the creation and maintenance of a global support knowledge article library.
- Travel to attend deployment/stakeholder meetings as required.
- Work directly product owner teams, local/global process owners ensure training content and processes are up to date for all users.
- Enhancement/Bug Sponsorship and Ownership.
- To identify, escalate and drive the delivery user driven enhancements and Bugs within the project/technical delivery teams.
- To work with Product and Technical teams to manage stakeholder expectations.
Who you are...
- Minimum 10 years of work history.
- Minimum of 2 years' experience administering medium to large Salesforce orgs.
- Minimum 2 Years Salesforce Service Cloud experience.
- Minimum of 2 Years experience working in or around Travel consultant teams in TMCs.
- Proven leadership and teamwork experience.
- Proven process improvement and change management experience.
We value you...
Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone. We encourage you to come as you are; to foster inclusivity and collaboration. We celebrate you.
Who we are...
Since our beginning, our vision has always been to open up the world for those who want to see.
As a global travel retailer, our people come from all different backgrounds, and our connections spread to the far reaches of the globe - 20+ countries and counting Together, we are a family (we call ourselves Flighties).
Irreverence. Ownership. Egalitarianism.
#LI-LR1 #LI-Hybrid
