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