Team Leader – Travel Call Centre (Sabre) (Night Shift)

We are looking for professional, high performance individuals, with sound leadership and problem solving skills, to lead a team of Agents to create a customer centric and high performance culture through effective management of people, metrics and projects, with the objective of generating and the retention of business and revenue, through continuous improvement.

Essential

· Matric/Grade 12 Certificate with the minimum of a C aggregate in both English and Maths

· Minimum 3 years contact centre experience in the travel environment

· GDS experience specifically Saber Native

1. Experience Required

Essential

· Minimum 36 month customer service experience, within a leadership / supervisory position.

· In depth knowledge or understanding of contact centre technology and methodologies

· Neutral accent essential with excellent verbal and written English communication skills

· Confidence and creditability with the ability to articulate in a clear and concise manner

· Computer literacy in order to operate customer related information systems

· Working knowledge and GDS certification (Sabre native)

· Travel Knowledge at an international level attending to flight, hotel and transport bookings and changes, fare rules and ticketing

2. Behavioral Traits Required

· High degree of patience and assertiveness with excellent rapport-building skills

· Positively contribute and lead in team activities

· Takes pride in work, checking own for quality ie. Lead by example

· Maintains effective time management

· Have a positive attitude and the ability to influence and motivate others

· Effective emotional intelligence (EQ)

· Team player

· Flexible

· Fast learner

· Self-Motivated

3. Job-Related Knowledge, Competencies & Skills Required

Essential

· Credit / Criminal Clear

· Management of high performing teams

· Confidence and creditability

· Ability to effectively communicate information and knowledge assertively, whilst demonstrating empathy with customers and colleagues

· Impact and influencing skills

· Ability to prioritise deliverables and plan accordingly

· Embraces change whilst remaining productive and positive

· Manage the negativity of others

· Leadership and conflict resolution skills

· Knowledge / Experience of disciplinary procedures

· Performance management skills

· Good decision-making and Organisational skills

· Ability to coach and motivate individuals

· Excellent written and communication skills

· Willingness to be approachable and help team members

· Ability to work well under pressure

· Exceptional team work skills

· Determination to achieve high standards

· Proficiency in the following Microsoft packages (Word, Excel & Outlook)

· Exceptional administrative skills with sound planning, organizing and time management skills

· Target driven

· Saber Native

· Industry regularity understanding

4. Other Specific Requirements

Must be able to work the following operational hours:

· 7 days a week, 365 days a year working rotational shifts – 45 hour weeks

· Public holidays and weekends