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  • Posted: Mar 4, 2022
    Deadline: Not specified
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  • Over the years, WNS Global Services SA (Pty) Ltd has built a reputation as an industry leader, partnering with globally leading companies to deliver best-in-class BPO services within their respective fields of operations. We have won numerous industry awards by delivering world-class Business Process Outsourcing (BPO) services to major local and internationa...
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    Call Centre Operations Manager: Travel (Sabre) (Night Shift)

    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

    go to method of application »

    Team Leader – Travel Call Centre (Sabre) (Night Shift)

    Job Description
    We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.

    Qualifications
    Essential

    • Matric/Grade 12 Certificate with the minimum of a C aggregate in both English and Maths
    • Minimum 3 years contact centre experience in the travel environment
    • GDS experience specifically Saber Native

    Additional Information
    Experience Required

    Essential

    • Minimum 36 month customer service experience, within a 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
    • Working knowledge and GDS certification (Sabre native)
    • Travel Knowledge at an international level attending to flight, hotel and transport bookings and changes, fare rules and ticketing  

    Behavioral 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
    • Fast learner
    • Self-Motivated

    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
    • Saber Native
    • Industry regularity understanding

    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

    Method of Application

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