Job Description
Key Responsibilities:
- 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.
OPERATIONS
MANAGEMENT
- 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.
REPORTING
- 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
TECHNOLOGY
- 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.
FINANCE
- 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
EXPENSE
MANAGEMENT
- 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
TEAM MANAGEMENT
- 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
Qualification:
- 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
Gauteng
Johannesburg
General Details
This position is home-based however you are expected to be at head office weekly for meetings and engagement with internal business units. Working hours for the division vary, however hours of operation of the division is from 17h00 - 08h00 on Weekdays and from 17h00 on a Friday to 08h00 on a Monday, including SA public holidays.
Application details
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