Job Description
Travelstart Ticketing Operations, right now is the place to be. With exponential growth and a world class team, you can expect the highest calibre of industry knowledge. This coupled with good quality workflows and output capacity, being successful in this opportunity means you are onto a winner!
The Ticketing Manager must lead and support the Ticketing team to deliver world class service and provide accurate information to our Travelstart customers regarding their bookings and tickets.
The key deliverables in this role will be to:
Standard:
- Implementation of achievement of agreed targets and goals set by the business;
- Implementation, monitoring and feedback of KPIs;
- Implementation of process role outs within Ticketing Team;
- Monitoring of team training needs and on-going feedback to Travelstart QA;
- Closely monitoring team performance;
- Scheduling of agents to operational requirements;
- Communication within operations regarding process and team updates;
- Testing of new features and loading of development cases;
- Reporting of technical issues to Operational Processing Manager;
- Dealing with escalated customer complaints;
- Reporting of escalated customer enquiries to Customer Service Manager;
- Motivate, inspire and lead team;
- Analysing dashboard trends and making appropriate recommendations;
- Managing entry level to experienced agents;
- Provide backup to your team;
- Mentoring and coaching of team leads; and
- Ad hoc projects when required.
Specific:
- Cost efficient approach;
- Grow profit accounts;
- Maintain quality and quantity and identify where it is lacking (provide actions plans to address where it is lacking);
- Ensure scheduling is optimized for workload and to forecast trends and volumes;
- Manage the Recovery Team; and
- Back up to Fares, Guest Specialist with regards to managing the Team.
Expectations:
- The Ticketing Manager will ensure that Processing Agents provide accurate information to all queries. This person needs to enable Agents to ‘own the customer’;
- Furthermore, they have to nurture and up skill Processing Agents in conjunction with the Training Specialist to ensure they grow their personal skill set; and
- The Ticketing Ops Specialist will be accountable for the performance of the Agents that they manage as well as achieving agreed on quarterly goals.
Listed below are the minimum requirements with regards to skills, competencies and abilities needed for this role:
- TCC;
- Amadeus;
- Fares 1 - 3;
- Travelstart procedures;
- Travelstart Ticketing Policies and Procedures;
- Travelstart Products;
- Microsoft Office;
- Redmine; and
- Excellent verbal and written communication skills.
Required Qualifications
Qualification:
Experience:
- Experience in a Leadership role; and
- At least 4 years Ticketing experience.
We are looking for a Ticketing Manager who will fit into the Travelstart family.
The successful candidate will demonstrate the following characteristics:
- Effective communicator;
- Strong leader;
- Proactive in role;
- Work well with all personality types;
- Accuracy and attention to detail;
- Goal oriented; and
- Clear understanding of all tasks and workflows and impact of workflows on operations.
Location
Western Cape
Cape Town CBD
General Details
If you are interested in this GREAT opportunity email your CV to hr@travelstart.com. The reference for this opportunity is “Ticketing Manager” please insert this into the subject line of your email application.
Any applicants not meeting the minimum requirements will not receive a response.
Please note that we reserve to right to amend, freeze the role or not hire. The final appointment will be at the discretion of Travelstart.
Good luck!
Application details
HR
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