Team Leader

Our Group Operations Division is looking for a **Team Leader**for the **Recoveries Team****
- (This role is planned to be based in _**_Cape Town)_**

**About the Role**

The **Team Leader** will provide leadership and guidance to the **Recovery Team**, ensuring excellent Customer Service, SLA-driven operations, and effective processes within and between teams. The primary responsibility is to drive and achieve Recovery targets as defined in monthly KPIs, utilizing a critical and data-centric approach to maximizing every sales opportunity within the Recovery area of ownership as defined in the Recovery SOP.

**Key Responsibilities**:

- **Team Leadership**:

- Lead and manage the Recovery Team to ensure that all KPIs are exceeded by each agent.
- Set and monitor team KPIs in line with business expectations.
- Conduct performance management activities, including coaching, development, and remedial action where necessary.
- Foster a positive and collaborative team culture.
- **Process Management**:

- Ensure adherence to Recovery SOPs and guidelines.
- Identify and implement process improvements to enhance efficiency and effectiveness.
- Monitor and address operational challenges to maintain a smooth workflow.
- **Sales Achievement**:

- Drive sales targets through effective leadership and coaching.
- Utilize data analytics to identify sales opportunities and optimize recovery strategies.
- Ensure that all sales opportunities are maximized within the Recovery area.
- **Customer Service**:

- Ensure that the team delivers exceptional customer service.
- Resolve customer inquiries and complaints promptly and professionally.
- Maintain positive relationships with customers and internal stakeholders.

**Job Requirements**:

- **Experience**:

- Minimum of 6 years of experience in the travel industry.
- Leadership experience in overseeing a team is preferred.
- +2yrs experience with Recovery function tools required
- Exposure to strategic planning and business analytics.
- Understanding and implementation of fare rules.
- Experience in implementing new processes within the travel industry.
- **Qualifications**:

- Grade 12.
- Relevant tertiary qualification (advantageous).
- **Knowledge and Skills**:

- Proficiency in MS Word, MS Excel, MS Outlook, MS PowerPoint, GSuite.
- Strong understanding of travel leadership best practices.
- Excellent verbal and written communication skills.
- Exceptional Customer Service Orientation.
- Fluency in English (other languages would be beneficial).
- Solid Amadeus or similar GDS skills.
- Solid Sales skills.
- Ability to overcome objections.

**Key Performance Indicators**:

- Team performance against KPIs (e.g., sales targets, customer satisfaction, operational efficiency).
- Individual agent performance.
- Process adherence and improvement.
- Customer satisfaction ratings.
- Staff retention and development.

**Functional Competency Requirements**:

- ESS
- Google Data Studio
- POPI Act
- Consumer Protection Act
- Workforce Best Practices
- Customer Experience Management
- QA Industry Best Practice
- Travelstart Products
- Data and Trend Analysis
- MS Office and GSuite
- TCC
- Amadeus experience and fare rule understanding
- Travel industry best practices

**Behavioural Competency Requirements**:

- Information gathering and problem analysis
- Decision-making ability
- Team collaboration and motivation
- Strong communication skills
- Resilience
- Leadership
- Planning and organizing
- Pro-activity
- Confidence and assertiveness
- Quality and detail orientation
- Customer focus
- Creating and innovating
- Adapting and responding to change

By effectively fulfilling these responsibilities and demonstrating the required competencies, the Recoveries Team Lead will contribute significantly to the success of the Group Customer Service Division and ensure the delivery of exceptional customer service and operational excellence.

**About the Team**

The **Recoveries Team** serves to support the Group Travel Operations, handling booking recoveries, and any other task assigned to facilitate efficient service to our clients across multiple regions and brands in concluding the fulfilment of the purchased air travel supported in the TCC System.