Call Centre Operations Manager: Travel (Sabre) (Night Shift) at WNS Global Services

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:

• be agile and able to adapt to change quickly, in a fast-paced environment
• behave in a professional manner and with absolute discretion in all situations.
• prioritises and manages work flow
• analyse, validate and interpret data/reports
• resolves conflict situations amicably
• multi-task, work under pressure and cope with high volumes of work
• 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