Team Leader

Introduction It is the incumbent's responsibility to lead a group of consultants with effectiveness. To oversee the team's productivity, mentor employees, and offer the best counsel and solutions to all inquiries in order to give the client an affordable option. Assure the division's continued viability The incumbent of this role must be complaint with all TTS policies and procedures as updated on the Standard of Procedure document from time to time. Ensure staff wellness and promote team collaboration and respect resulting in staff retention. Duties & Responsibilities Efficiencies Daily ECC call clearing. Develop and continuously update office bibles. Monthly quality assurance on call recordings. Monthly QC of team SOP compliance. Monthly SOP updates to the team / training. Deal with operational queries and complaint resolution. Monitor dashboards at all times. Monitor call centers. Radar report management. Monitor SLA through dashboards / reports. QC daily checks for incentives (calls and call log accuracy). Effectively action all reservations at a senior consultant level. Ability to remain calm and assist the consultant during an emergency to the best of our ability, in the most possible time frame and at the best fare available.Reporting Benchmark reports. Transaction fee reports. Portfolio of evidence. Un-invoiced ticket report. Un-invoiced referral report. Open ticket report. ADMs and error management. Monthly incentive KPI tracking for consultants.Profit Performance Ensure that all fees are correctly charged at time of ticketing including invoicing and referral bookings. No tickets to be on the un-invoiced ticket list. Assist in resolving : Prepayment errors. Assist with ECC invoicing. Provide invoices and portal links. All ECC charges invoiced out the following day. All vouchers correctly issued and emailed to the client and supplier. Cost conscious mindset for both TTS and the client.Client and Satisfaction Relationships New Excellent telephone and email etiquette. A client centric mentality with consistent VIP service and personal accountability for client satisfaction and retention. Involvement in client implementations. Adherence to all client policies. Ability to remain calm and assist the client during an emergency to the best of your ability in the quickest possible time frame and provide the best fare possible. Adhere to TTS turnaround times. A strong sense of urgency. Traveler profile management. Completing online check-in / Hotel early check-in and late check-out. Completing pre-seating. Flight waitlist priority. Visa guidance. Embassy information. Foreign exchange assistance. Health information. Personalized travel advisory and alerts. Arrangement of hotel and car upgrades where the traveler is eligible. Be constructive and think out the box.People Leadership ability. Attendance to company meetings and functions / team building. Building and maintain multi-level relationships within TTS. To be an integral part of the team with the willingness to be coached and guided by senior team members. To actively pursue innovation and more efficient processes. To share knowledge with the broader team. Self-improvement through LMS and Supplier monthly training. Networking at industry related events. Team player. Assist the team with administration or other adhoc work when necessary. Conduct monthly one on ones with staff. New staff induction, set up and training. Execute bi-annual performance management reviews. Complaints / compliment and feedback to be provided to staff. Motivation and team building. Recognition and reward (incentives, duvet days, certificates etc.)Ensure compliance to HC. Identify. Delegation of work to staff and effective management thereof. Coach, mentor and provide guidance to staff where necessary. Knowledge of staff's job descriptions and ensuring they are adhered to. Drive the TTS vision. Team training. Team leave – manage the team leave rosters. Office bibles to be fully uploaded and updated on dashboard. Desired Experience & Qualification Matric Qualification. Travel Diploma. Amadeus. Up to date with all fares courses. Relevant leadership courses. Minimum 5 years international consulting experience. #J-18808-Ljbffr