Vacancies

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Travelstart

After Hours Team Manager (Permanent) Western Cape- Gardens-Cape Town -Ticketing
Publication: 12 Jul 2018

Job Description

The following document outlines your key responsibilities & duties inclusive of the skill set required of this role. As your career progresses within Travelstart we expect you to grow and develop in your role. Any major changes in your Job Description will be consulted with you where after necessary changes to job description will be made. Your Job Description combined with your Key Performance Areas/Indicators will provide you with a robust guide of your expected level of performance.

Purpose of Role
  • The After Hours Team Manager  must lead and support the After Hours Operational team remotely to deliver world class service ,ensure all service levels are adhered to and that accurate information is relayed to our Travelstart customers.
  • The After Hours Team Manager  will coach, develop, motivate and offer support for all After Hours team members and ensure that all KPI are met.
  • The After Hours Team Manager will be accountable for the performance of the Agents that they manage as well as achieving agreed on quarterly goals.

Availability

Immediate

Required Qualifications

  • Effective communicator
  • Strong leader
  • Be proactive with a positive approach
  • Work well with all personality types
  • Accuracy and attention to detail
  • Goal oriented
  • Level of urgency
  • Time Management
  • Being able to multitask
  • Self motivated
  • Clear understanding of all tasks and workflows and impact of workflows on operations

Location

Gardens-Cape Town

General Details

Key Performance Areas
Customer Experience
  • To ensure that the customer experience team are servicing clients via various contact channels within SLA towards first contact resolution.
  • Offering clients options to resolve their queries.
  • Close cooperation with suppliers in order to find best solution for clients
  • Providing excellent customer service adhering to quality and quantity standards as specified by Travelstart
  • Dealing with escalated customer complaints
  • Reporting of escalated customer enquiries to Customer Experience/Processing Manager/s
Quality
  • Implementation of quarterly business plan, along with achievement of agreed targets and goals
  • Monitoring of teams training needs and providing feedback to the training department
  • Coaching as required
  • Maintain quality and quantity and identify where it is lacking (provide actions plans to address where it is lacking)
  • Performance Management when needed 
Productivity
 
  • Active queue management in Operational teams to ensure that SLA’s are met
  • Closely monitoring team performance
  • Implementation, monitoring and feedback of KPIs on a quarterly basisContact totals as per roadmap
  • Performance Management plans when needed.
  • Ensure scheduling is optimized for workload and to forecast trends and volumes
  • Shifting resourses where needed
Reporting
  •  Ensure minimal errors within the set standard of the team
  • Maintain cost accounts and to keep it at a minimal
  • Grow profit accounts
  • Analysing dashboard trends and making appropriate recommendations
  • Daily reporting on Agent stats and feedback when required. 
Team Development
  • Ensure that team members are following roadmaps
  • Agent development from entry level to experienced agents
Team Management
  • Motivate, inspire and lead the After Hours Operational Team
  • Provide backup to your Team
Adhoc Tasks
  • Adhoc tasks that is required within Operations across all teams as per business needs.
EXPERIENCE
  • 2 years experience in a Team Manager role
  • Fares  1 – 3, understanding , calculations
  • Ticketing experience
  • Customer Service experience
TRAINING
  • Understanding of Travelstart products – in house
  • Understanding of Travelstart back office system – TCC – in house
  • Understanding Email, phone and chat system
  • Understanding and using Travelstart reporting tools
  • Understanding of Travelstart policies - In house
  • Fraud training

Application details

Contact Name :Lee Watts

Contact Phone:021 468 4300

Apply Now