Vacancies

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American Express Travel

Team Leader (Permanent) Gauteng- Durban -Retail
Publication: 02 Apr 2019

Job Description

To effectively manage a team of consultants.  To ensure that the productivity of the team is well managed, mentor staff and to provide the best advice and solutions to all requests ensuring a cost effective solution to the client. To ensure that consult ants are service orientated and that all client and TTS policies are adhered to. Ensure the ongoing all-encompassing viability of the division

Availability

ASAP

Salary

TBA

Required Qualifications

EDUCATIONAL REQUIREMENTS

§  Matric

§  All fares courses offered within the industry

§  Leadership course complete

EXPERIENCE IN YEARS

§  5 years international consulting experience

§  1 year team leader experience and advantage

KNOWLEDGE

§  All fares Courses

§  Sound Geographical Knowledge

§  All GDS systems used within TTS

§  Full understanding of all preferred partners

§  Intermediate Excel

§  Knowledge of all GDS  (Amadeus)

Location

Durban

General Details

OPERATIONS

§  Involvement in client implementations

§  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 centres

§  Team training

§  Team leave

§  Radar report management

§  Monitor SLAs through dashboards/reports

§  Ensure that each consultant is at the correct productivity level

BOOKINGS

 

§  To effectively action all reservations at a senior consultant level

§  Ability to remain calm and assist the client or consultant during an emergency to the best of our ability, in the quickest possible time frame and at the best fare available

§  Team to be ISO compliant

§  Adherence to all client and TTS policies

§  Ability to find the best solution to the problem

ACCURATE REPORTING

 

§  Benchmark reports

§  Transaction fee reports

§  Portfolio of evidence

§  Uninvoiced ticket report

§  Uninvoiced referral report

§  Open ticket report

§  ADMs, and error management

§  Monthly incentive tracking for consultants

HC PEOPLE AND PERFOMANCE MANAGEMENT

 

§  Conduct monthly one on ones with staff

§  Execute bi-annual performance management reviews

§  Complaints / Compliment Logs and feedback to be provided to staff

§  Motivation and team building

§  Recognition and Reward (Incentives, duvet days, certificates etc)

§  Ensure Payroll and HC receive the necessary forms for the staff members personal files, deadlines to be met

§  Identify training needs for existing and new staff

§  Delegation of work to staff and effective management thereof

§  Coach, mentor and provide guidance to staff where necessary

§  Ensure staff are aware of Code of Conduct and Company policies

§  Knowledge of staff’s job descriptions and ensuring they are adhered to.

§  Drive TTS Vision and Step Up Program  to staff

Application details

Contact Name :Nomsa Mathebula

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