Call Centre Operations Manager: Travel (Sabre) (Night Shift)

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.

Essential

· Matric/Grade 12 Certificate with relevant tertiary qualification

Preferred

· Management experience/ related field experience

Working knowledge and GDS certification (Sabre native)

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