Team leader - Customer Service Travel at WNS Global Services

Job Description

Role Purpose

• To lead, inspire and engage a team of Customer Service Advisors in delivering industry leading customer service through business KPI’s to increase the profitability of the business and remaining committed to treating customers fairly.

Experience Required:

Essential:

• Minimum 36 month customer service experience, 24 month of which in leadership / supervisory position.

• 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

• Computer literacy in order to operate customer related information systems

Preferred:

• Working knowledge and GDS certification (Sabre, Galileo, Amadeus, etc…)

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 and conflict resolution skills

• Knowledge / Experience of disciplinary procedures 

• Performance management skills

• Good decision-making and Organisational skills

• Ability to coach and motivate individuals

• Excellent written and communication skills

• Willingness to be approachable and help team members

• Ability to work well under pressure

• Exceptional team work skills

• Determination to achieve high standards

• Proficiency in the following Microsoft packages (Word, Excel & Outlook)

• Exceptional administrative skills with sound planning, organizing and time management skills

• Target driven

Preferred:

• A good understanding of Airline / Travel Industry aims and objectives

• Knowledge or understanding of contact centre technology and methodologies

• Understand good housekeeping for data protection and information security requirements

Qualifications

Qualifications Required:

Essential

• Matric/Grade 12 Certificate with the minimum of a C aggregate in both English and Maths

• Minimum 2 years contact centre experience

• GDS experience a min of 6 months

Preferred

• Travel and Tourism course/ diploma or related field

Additional Information

Behavioural Traits Required:

• High degree of patience and assertiveness with excellent rapport-building skills

• Positively contribute and lead in team activities

• Takes pride in work, checking own for quality ie. Lead by example

• Maintains effective time management

• Have a positive attitude and the ability to influence and motivate others

• Effective emotional intelligence (EQ)

• Team player

• Flexible

• Self-Motivated