Job Description
We are looking for a professional, high performance individual, with exceptional leadership and client liaison skills , to be responsible for managing and leading a team of Team Leaders to achieve performance targets, while building a positive, people-focused, team environment.
Qualifications
Essential
· Matric/Grade 12 Certificate with relevant tertiary qualification
Preferred
· Management experience/ related field experience
Working knowledge and GDS certification (Sabre native)
Additional Information
Experience Required
Essential
· A proven track record of 3-4 years’ management experience in a multi-channel customer service /contact centre environment, within the travel industry
· Proficiency in the following Microsoft packages (Word, Excel, PowerPoint & Outlook)
· In depth knowledge or understanding of contact centre technology and methodologies
· Neutral accent essential with excellent verbal and written English communication skills
· Confidence and creditability with the ability to articulate in a clear and concise manner
· Travel Knowledge at an international level attending to flight, hotel and transport bookings and changes, fare rules and ticketing
· Managing large teams that work 24/7
Behavioral Traits Required
· High degree of patience, influencing, persuasion skills and assertiveness with excellent rapport-building skills
· Results driven and team player
· Excellent problem solving and decision making
· Developing self and others
· Action / Focus / Innovation
· Emotional Intelligence
· Planning and Organizing
· Excellent team management & leadership skills
· Exceptional interpersonal and communication skills
· Strong financial acumen
· Strong administrative and organisational skills
· Client-focused
· High attention to detail and accuracy
· The ability to:
o be agile and able to adapt to change quickly, in a fast-paced environment
o behave in a professional manner and with absolute discretion in all situations.
o prioritises and manages work flow
o analyse, validate and interpret data/reports
o resolves conflict situations amicably
o multi-task, work under pressure and cope with high volumes of work
o copes with pressures and setbacks
Job-Related Knowledge, Competencies & Skills Required
Essential
- Credit / Criminal Clear
- Management of high performing teams
- Confidence and creditability.
- Ability to effectively communicate information and knowledge assertively, whilst demonstrating empathy with customers and colleagues.
- Impact and influencing skills
- Ability to prioritise deliverables and plan accordingly.
· Embraces change whilst remaining productive and positive
· Manage the negativity of others
· Leadership / Management and conflict resolution skills
· Knowledge / Experience of disciplinary procedures
· Performance management skills
· Human Resources and IR skills
· Good decision-making and Organisational skills
· Ability to coach and motivate individuals
· Excellent written and communication skills
· Willingness to be approachable Ability to work well under pressure
· Exceptional team work skills
· Determination to achieve high standards
· Strategic thinking
Other Specific Requirements
Must be able to work the following operational hours:
· 7 days a week, 365 days a year working rotational shifts – 45 hour weeks
Public holidays and weekends
