Provide management and motivation to the TS Operations Team.
Ensure a high level of co-operation/communication between teams, among the operations function and with all functions in the organization. (eg, program management, finance, sales and IT).
Lead, coach, mentor and empower your direct reports to meet the TS goals
Identify training and coaching needs and ensure that direct reports and team members receive relevant training.
Manage, motivate and provide direction to direct reports to achieve agreed targets.
Maximize team productivity through ongoing reporting, feedback and counseling
Goal setting, review and appraisal process of team leaders
Constantly drive your direct reports to achieve their personal and team KPI’s. Monitor and provide feedback on a daily and weekly basis.
Complete monthly individual reviews with direct reports and consultants covering their KPI’s , hit misses and defining resulting action items and/or personal development plan.
Provide performance counseling where necessary, both reactively to improve performance and proactively to foster professional development.
Monitor and report on all issues pertaining to the operation, escalating and closing off all risks
Monitor team activity and workload in order to identify recruitment needs and seek approval.
Hiring of TS team leaders and provide guidance on recruitment to direct reports.
Participate in recruitment of new team members once approved and conduct interviews in a timely manner and in accordance with CWT standards. Final recruitment subject to approval with HR Manager and TS Director
Ensure the appropriate levels of suitably trained staff to meet service level.
Coordinate assignment and reassignment of Team Leader
Oversee team rosters allowing a minimum of three week visibility to ensure that the teams are adequately staffed at all times
Coordinate leave applications post approval of of the team leaders and allowing for unplanned leave (e.g. urgent leave, medical leave)
You will be required to assist in the development of Operational Policies and Procedures
Improve on where possible all Operations Practices whilst challenging the ‘status quo’ of the present approach
Manage Client Service Level and Delight Customers
Provide the highest levels of service delivery to clients and stakeholders.
Manage daily service levels across all communications channels:
Telephone and email service factor monitored and met
Transaction processing time i.e. turnaround time
OBT adoption and awareness
Ensure, in coordination with program management, that all team members are aware of client(s) travel policy and service level requirements and participate in client(s) meetings when required.
Monitor team member’s activity to ensure that travelers and travel arrangers travel requirements are in accordance with their travel policy are met in accordance with Service Level Agreement (SLA). This covers all aspects of travel including air, accommodation, car hire, insurance, visa, etc
Monitor team members activity to ensure that CWT standards of service are met at all times when interacting with travelers / travel arrangers through the means of telephone, email, fax and any other communication means accepted by CWT.
Ensure that service alerts and issues are logged, investigated and escalated in accordance with CWT standards.
Build and maintain strong relations ships with client’s contacts at the relevant level.
Become the point of contact for all operational aspects.
Review client survey results and in conjunction with Account Management implement appropriate best work practice initiatives.
Compliance and data quality
Ensure internal and external communications and vendor updates are distributed in a timely manner (i.e. airfares / hotels/ cars)
Ensure that travelers and transactions services are processed in a timely manner and in full compliance with CWT standards including but not limited to use of GDS scripts, queues, ID data requirements, etc
Ensure no leakage including but not limited to ensuring all transactions are charged and that ADM’s are investigated and processed in a timely manner
Create a “Can Do” Customer First Culture and manage Culture Change
Provide & maintain a safe working environment, equipment and systems of work
Diploma or degree in any discipline or equivalent
IATA-UFTAA Diploma an added advantage
Minimum 3 -5 years of relevant experience or Operations experience or experienced in managing a contact centre operations team
Excellent organizational and analytical ability for process mapping, management of CMS and rostering and thinking out-of-the-box for new and better ways of doing business
Strong verbal and written communication skills
Demonstrate pro-active and “can do” solution driven approach
Display initiative and ownership
Be a positive role model for all staff and lead by example
Capable of making sound judgments
Rigorous, well organized, self-motivated
CWT delivers efficient and innovative solutions for business travel and meetings and events management, by leveraging our global reach with the best people and superior service. The company also ...