Travelinfo

Job Description

• Operations Management: Ensure the team achieves and maintains agreed SLA’s, manages calls, identify training needs, and ensure efficient customer handling.
• Reporting: Timely submission of all reports, including monthly division reports, quarterly board reports, and presentations.
• Technology: Effective usage and understanding of systems like Sabre, RappUp, AGM, JIRA, OBT's, and Paper trail.
• Ensure 100% adoption of implemented systems/processes.
• Finance: Oversee transaction processing, manage standby and overtime hours, and ensure policy compliance.
• Expense Management: Ensure accurate and timely submission of claims and mitigate financial losses.
• Team Management: Oversee onboarding and offboarding, recruitment, training, and continuous upskilling of the team.

• Ensure the team achieves and maintains agreed SLA’s
• Ensure the team is equipped to manage the calls and identify any areas of training, coaching, and mentoring.
• Ensure that customers are handled efficiently through compliance to their policies, or processes, etc.
• Ensure that all queries are managed efficiently and feedback provided
• Support new staff and ensure a seamless transition into the team.
• Ensure Quarterly KPI’s for the team are implemented, measured accordingly and submitted on time.
• Manage and measure the quality of work and outputs.
• Sensitive - Information may be disclosed to persons with a business need to know.
• Monitor accurate references and exception reports
• Prepare, weekly, monthly and quarterly reports
• Prepare quarterly business reviews for internal brands.
• Ensure that the team roster is updated monthly and ad hoc, keeping in mind Labour Law Act and its guidelines.
• Ensure the team performs and is managed in accordance with the company's focus areas
• Action to any other request from the General Manager, as and when required.

• Ensure that all reports aresubmitted timeously to the brands as agreed timelines and further provide insights with every report submitted.
• Ensure weekly and monthly reports to internal brands management and finance
• Ensure that quarterly board reports are submitted on time.
• Ensure that all quarterly reviews are booked and presentations prepared ahead of the meeting

• Effective usage and understanding of all our systems and technology.
• 100% Adoption of our technology – Sabre, RappUp, AGM, JIRA, OBT's, Papertrail by the team
• Ensure all requests on emails are actioned and allocated accordingly.
• Ensure that all requests are logged and tracked by business through the JIRA
• Escalate call logs to expedite resolutions
• Remain abreast of company policy changes and enhancements, and ensure an update of the team
• Establish processes and systems that bring efficiencies in the division, eg. Telephony, messaging and team rostering systems.

• Ensure that the team processes all transactions as required by internal business
• Ensure standby and overtime hours are within the allowed threshold and no excess.
• Ensure that all recoveries from staff are reviewed and effected as per policy

• Ensure all claims are correct and submitted timeously by the team
• Ensure Quarterly KPI’s measured and submitted timeously.
• Mitigate any financial loss for and within the division

• Responsible for the onboarding of new staff and offboarding of staff leaving
• Responsible for the recruitment of new staff together with HR
• Ensure together with HR framework for transitions plans are in place for the team, including training for upskilling
• Mandatory policies on LMS and for the team is completed.
• Ad hoc training by suppliers for the team to ensure continuous upskilling,

Availability

ASAP

Salary

Industry related

Required Qualifications

• Travel Diploma or equivalent (non-negotiable)
• Min 5 years’ experience of managing a team
• 10 years' experience in the industry (preferred)
• Have worked in a shift environment (advantageous)
• Proficiency in all systems - Amadeus, Sabre, Travelport, AGM (preferred)
• Fares & Ticketing knowledge
• Travel related system and procedures knowledge
• Online solutions knowledge
• Business acumen
• Call Centre experience (advantageous)
• Technology Savvy
• Proficient use of MS Office (a must)
• Reporting analysis and presentation
• Verbal and Written Communication (including Listening Skills)
• Interpersonal Skills
• Analysis and Problem-Solving Skills
• Conflict and Complaint Management
• Time and Stress Management Skills
• Advanced Research Skills
• Coaching and Mentoring Skills
• Team Leadership
• Customer service orientation
• Detail orientated and quality driven
• Approachability
• Initiative
• Flexibility
• Professionalism
• Create team culture
• Diplomacy
• Energy and Drive
• Patience
• Can work well under pressure and support the team in crisis

Location

Johannesburg

General Details