Help Desk Supervisor

World Travel Holdings is seeking a highly motivated and experienced Help Desk Supervisor to lead a team of help desk analysts responsible for the administration and execution of five crucial swim lanes: New Tickets, Follow-up, Phone Queue, Triage, and Employee Experience. As part of our dynamic and growing customer-service oriented team, you will play a key role in ensuring our valued customers receive exceptional support while resolving their inquiries efficiently.

About World Travel Holdings
World Travel Holdings is the nation’s largest cruise agency and award-winning leisure travel company with a portfolio of nearly 40 diverse brands. In addition to owning some of the largest brands distributing cruises, villas, resort vacations, car rentals, resort day passes and luxury travel services, World Travel Holdings has a vast portfolio of private-label partnerships comprised of top leisure travel providers, including almost every U.S. airline, leading hotel brands and prominent corporations. The company also operates a top-rated travel agency franchise and is consistently recognized as an industry leader in employee engagement and work-at-home employment. Its global presence includes operating multiple cruise brands in the United Kingdom. World Travel Holdings has offices in Wakefield, Mass.; Ft. Lauderdale, Fla.; and Chorley, England. For more information, visit WorldTravelHoldings.com.

• Supervise and Coach: Provide direct leadership and coaching to a team of Help Desk Analysts across five swim lanes, ensuring they meet performance goals, deliver exceptional customer service, and adhere to company policies and procedures.
  • New Tickets: Ensure timely and accurate resolution of new customer inquiries.
  • Follow-up: Manage and track outstanding tickets to ensure timely resolution.
  • Phone Queue: Monitor and efficiently manage inbound phone calls, ensuring prompt customer response.
  • Triage: Accurately categorize and prioritize incoming tickets for efficient resolution.
  • Employee Experience: Perform tasks to ensure staff changes and equipment inventory are handled quickly and efficiently.
• Quality Assurance: Conduct regular quality assurance reviews of Help Desk employee interactions, identify areas for improvement, and provide constructive feedback to enhance team performance.
• Training and Development: Facilitate training sessions for new and existing Help Desk Analysts, ensuring they possess the necessary skills and knowledge to excel in their roles.
• Escalations Management:
  • Proactively escalate complex issues to the relevant technical or support teams, ensuring expedited resolution and client satisfaction.
  • Serve as a dedicated escalation point for Help Desk team members, facilitating timely issue resolution and maintaining high client satisfaction levels.
  • Act as a liaison between the Help Desk and other departments, ensuring seamless escalation and resolution of complex client inquiries.
• Teamwork and Collaboration: Foster a collaborative and supportive team environment, promoting open communication and knowledge sharing.
• Stay Informed: Maintain up-to-date knowledge of World Travel Holdings’ products, services, and industry trends.
• Continuous Improvement: Proactively identify opportunities to improve Help Desk processes, efficiency, and customer satisfaction.

• Minimum of 3-5 years of experience in a supervisory role within a Help Desk or customer service environment.
• Proven ability to lead, coach, and motivate a team to achieve high performance.
• Excellent understanding of customer service best practices and principles.
• Strong analytical and problem-solving skills.
• Key attention to detail.
• Exceptional oral and written communication, interpersonal, and conflict resolution skills.
• Proficient in Microsoft Office Suite and ticketing applications.
• Working knowledge of ITSM strategy.
• Ability to work effectively in a fast-paced, dynamic environment.