Team Leader, Traveler Experience

CWT; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A global travel management company is seeking a Team Leader in Jakarta. The role involves managing team workload, ensuring compliance with travel policies, and maintaining service levels. Ideal candidates will have 3-4 years of relevant experience, excellent English skills, and proficiency in GDS systems. A proactive approach is essential for success in this position.

Qualifications

• 3-4 years of experience in a similar capacity.
• Experience in travel management companies (TMC) is an advantage.
• Excellent knowledge of reservation systems.

Responsibilities

• Assess and distribute team workload for efficient operations.
• Manage daily service levels and monitor team activities.
• Ensure compliance with internal standards and SLA.

Skills

Team management

Fluent English communication

Interpersonal skills

Proficiency in MS Office and Excel

Education

Diploma in any discipline

IATA certification

Tools

Sabre GDS

Job description

Main Responsibilities

• Assess, monitor and drive team work with the aim of even distribution of workload
• Support your team(s) in achieving service levels and processing travelers’/travel arrangers’ requests whenever necessary or required by the volume of requests
• Manage daily service levels across defined communications channel
• Monitor team members’ activity to ensure that travelers and travel arrangers travel requirements (from initial enquiry to file completion) in accordance with their travel policy are met and in accordance with Service Level Agreement (SLA)
• Ensure internal and external communications and vendors updates are distributed in a timely manner (e.g. airfares / hotels / cars/ GDS)
• Ensure that travelers services are following the process in full compliance with CWT standards including but not limited to use of GDS scripts, queues, ID data requirements, etc.
• Oversee team rosters with a minimum of four weeks visibility to ensure that the team is adequately staffed at all time
• Monitor team activity and workload in order to identify recruitment needs
• Participate in recruitment of new team members once approved and conduct initial interviews in a timely manner
• Ensure company assigned projects are carried out and completed within the designated time frame
• Support fellow team leaders whenever required
• Working hours to include weekend and/or Public holiday which will be different with regular team

Qualifications:

Experience & education:

• Experience:
  • 3-4 years of experience in a similar capacity
  • Having experience in TMC will be an advantage
• Languages
  • English fluent both written and verbal communication
• Education, knowledge, skills and abilities (KSAs)
  • Diploma in any discipline or equivalent
  • IATA certification an added advantage
  • Excellent knowledge of reservation systems (GDS) – preferably Sabre, IATA fares and ticketing
  • Good command of MS Office and Excel
  • Good interpersonal skills

TIPS: Demonstrate pro-active and “can do” solution driven approach