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

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Essential

Matric/Grade 12 Certificate with relevant tertiary qualification

Preferred

Management experience/ related field experience
Working knowledge and GDS certification (Sabre native)

Additional Information

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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