WNS

Global BPM and analytics services provider

Team Leader - Call Centre

Customer SupportConfirmed live in the last 24 hours

Full-timeCape Town, South AfricaNo salary listedIn-person

About the Job

Requirements

At least 3 years of hands-on experience with Amadeus Global Distribution System (GDS), including booking, ticketing, exchanges, and refunds.
Good understanding of International Air Transport Association (IATA) rules, New Distribution Capability (NDC), new bookings, exchanges, cancellations, fare components, manual fare calculation, pricing units, global indicators, indirect travel limitations, and other travel terminology.
Knowledge of Airline Reporting Corporation (ARC) and its reporting procedures.
Proficiency in Microsoft Excel and PowerPoint.
Knowledge of quality tools.
Flexibility to work in a 24/7 environment.
Ability to multitask while communicating with customers.
Strong time-management skills.
Ability to respond effectively under stressful situations.
Ability to learn quickly on the job with guidance.
Professional customer-service skills, including a solutions mindset, helpfulness, and a focus on customer experience.

Responsibilities

Manage and develop 15–20 full-time-equivalent employees, ensure they understand and follow company rules and regulations, and maintain staff motivation.
Maintain optimum floor coverage, handle 15–20 Service Associates, patrol the operation floor, maintain order, and ensure company policies are observed.
Produce tools to support coaching and development of Service Representatives.
Ensure delivery against team and client key performance indicators, including productivity, quality, sales, attrition, and absence.
Manage team meetings and participate in operations and client leadership meetings and conference calls.
Investigate and respond to client escalations in a timely and effective manner.
Manage processes and teams, support operational governance, and prepare reports.
Lead and participate in initiatives to improve key performance indicators.
Monitor account management officers and provide coaching in one-to-one improvement sessions or weekly/business reviews.
Communicate new requirements, changes, updates, support information, and company information to account management officers.
Interview applicants and select qualified candidates for agent-level positions by assessing communication skills and job-related competencies.
Perform special projects and other duties as required.
Assist the Group Manager with their duties and responsibilities and assume them in their absence.

Job Description

Key Responsibilities/Accountabilities:

• Team Management: Responsible for grooming & managing talents (15-20 FTE).

Ensures that all employees have a complete understanding of and adhere to the company’s Rules and Regulations.

Ensuring highly motivated staff

• Keeping floor coverage at its optimum level while handling 15-20 Service Associates, patrol the entire operation floor, maintaining order and ensuring that company policies are observed.

Producing tools for possible use in helping coach and develop the best Service Representatives.

• KPI: Ensuring delivery on team/client KPI’s - productivity, quality, sales, attrition, absence etc.

• Manages team meetings and participate in operations/client leadership meetings & conference calls

• Escalation Management: Responsible for investigating and responding on client escalations timely and effectively

• Governance & reporting: Process management, team management, operational governance, reporting

• Process improvement - Lead and participate in initiatives to improve KPI’s

• Monitors AMO’s using variety of resources after which coaching in one-on-one improvement sessions or weekly/business review

.• Communicates to the AMO’s any new requirements, changes, updates on all support related information as well as company information.

• Interview applicants and select qualified candidates by assessing communication skills and job-related competencies for agent-level positions.

• Performing special projects & other duties as required.

• Assists the Group Manager in performing his duties and responsibilities and takes over in the event of his absence

Qualifications

Knowledge/Qualifications/ Competency:

• GDS - Proficient with minimum of 3 years’ hands-on experience on Amadeus GDS (Global Distributed System) including booking, ticketing, exchanges and refunds

• Travel - Good understanding of IATA Rules; NDC, New bookings, exchanges, cancellations, Fare component, Manual fare calculation, Pricing unit, Global Indicator, Indirect Travel Limitation and other Travel Terminologies. • Knowledge of ARC and their reporting procedures

.• MS – Proficiency in Excel, PPT etc.

• Excellent communication skills - written and verbal

• Knowledgeable in Quality tools

• Should be flexible to 24X7 work environment

• Strong ability to multi-task while effectively communicating with the customers

• Strong time management skills

• Responds effectively under stressful situations

• With guidance, learns quickly on the job

• Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experiences

Additional Information

US Night Shift

WNS