Travelinfo

Job Description

• Direct line management of the South African Support Team
  • Key contact for all the team for guidance, support and escalations.
  • Ensure daily workload is distributed and oversee an efficient resourcing model In conjunction with the UK team.
  • • Identify any development needs within the team, then plan and arrange training accordingly. Each colleague to have at least one developmental objective per annum. (monitored quarterly)
    • Set team and individual objectives aligned to the operational and strategic KPIs. Each colleague to have at least one BAU OKR and one stretch OKR per annum (monitored quarterly)
    • Conduct monthly 121s with first reports using OKRs, quality data, productivity & performance data, competency evidence and feedback to have constructive conversations to improve performance, behaviours, colleague engagement and satisfaction. Ensure this rigorous approach to performance management is embedded across the SA team and maintained across all colleagues,
    • Ensure service levels are monitored, managed and maintained for the South African teams, highlighting gaps and putting remedial actions in place if performance falls below expectation.
    • Ensure department processes and SOPs on Teams are well maintained and kept up to date.
    • Embed the TC values, commitments and community charter across the SA Team
  • Putting a TNA in place to respond to the wider operational and resourcing plans and taking responsibility for the delivery of any new starter training, as well as cross-skilling and upskilling.
  • Promoting and ensuring relationships are built with everyone demonstrating an “All In” approach.
  • Ensuring consistency of message across the board with alerts and appropriate communications etc
  • Building the team in South Africa and ensuring capacity plans, desk plan, routes to competency and budgets are clearly understood and managed.
  • Responsible for ensuring effective performance reporting is in place
  • Identifying new and effective ways of working, giving feedback on improvement opportunities and working with the UK team to deliver excellent performance (people, processes and tech)
  • Acting as a key member of the senior leadership team, adopting the senior leadership responsibilities and fulfilling the capability expectations

Availability

asap

Required Qualifications

Qualification:

• Hands-on experience in managing retail travel ticketing/fulfilment teams at senior level is essential.
• Sound Fares Knowledge.
• GDS Certification (GALILEO) 
• A proven track-record in leading operational teams within a contact centre environment, with strong project management skills is preferred, but can be developed in role for the right candidate.

Location

Western Cape

Cape Town

General Details

This role is the lead role within the Ops team in Cape Town. Ensuring the team are delivering the performance required to achieve the operational and business KPIs as detailed in the Service Support Strategy in conjunction with the UK Team. The Senior Operations manager will also be expected to build the team and deliver the strategic goals;

• Providing on-point expertise for those urgent situations when TCs need it most
• Providing guidance, and resolving queries and issues, whilst actively managing TCs to the best channel for resolution
• Engaging with our suppliers in a way that is consistent with our values and as such creates value for our business
• Having mature cross functional interdependencies proactively minimising friction for TCs
• Having flexible, efficient operations which are easily scalable on demand and support a 24/7 service.
• Nurturing well informed , caring and friendly teams empowered to swiftly resolve enquiries and complaints

Application details

Ian Keane

Apply Now