Travel Operations Team Lead

3 weeks ago


Cape Town, Western Cape, South Africa WNS Global Services Full time
Job Title: Call Centre Operations Manager: TravelJob Summary

We are seeking a highly skilled and experienced Call Centre Operations Manager: Travel to lead our team in delivering exceptional customer service in the travel industry.

Key Responsibilities
  • Team Leadership: Manage and lead a team of Team Leaders to achieve performance targets, while building a positive and people-focused team environment.
  • Candidate Requirements: Matric/Grade 12 Certificate with relevant tertiary qualification, management experience, and working knowledge of GDS certification (Sabre native).
  • Experience: A proven track record of 3-4 years' management experience in a multi-channel customer service/contact centre environment, within the travel industry.
  • Skills: Proficiency in Microsoft packages (Word, Excel, PowerPoint & Outlook), excellent verbal and written English communication skills, and the ability to articulate in a clear and concise manner.
  • Additional Requirements: Neutral accent, high degree of patience, influencing, persuasion skills, and assertiveness with excellent rapport-building skills. Results driven and team player with excellent problem solving and decision making.
Behavioural Traits
  • Developing Self and Others: Develop and motivate team members to achieve their full potential.
  • Action/Focus/Innovation: Drive innovation and improve processes to achieve business objectives.
  • Emotional Intelligence: Demonstrate self-awareness, empathy, and social skills to manage team dynamics effectively.
  • Planning and Organizing: Prioritise tasks and manage work flow to meet deadlines.
  • Client-Focused: Deliver exceptional customer service and build strong relationships with clients.
Working Conditions

Must be able to work 7 days a week, 365 days a year, working rotational shifts - 45 hour weeks, public holidays, and weekends.



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