Call Centre Operations Manager : Travel (Sabre) (Night Shift)

Wns (Holdings) Limited (Adr); Cape Town; On-site; ZAR 600 000 - 800 000; Full time

Job summary

A leading global BPO firm is seeking a Call Centre Operations Manager in Cape Town to manage a team delivering high-performance customer service. Applicants should have substantial management experience and knowledge of the travel industry, along with strong leadership and communication skills. This role requires flexibility in working hours, contributing to a 24/7 operational environment.

Qualifications

• 3-4 years' management experience in a multi-channel customer service environment.
• Management experience within the travel industry is preferred.
• Working knowledge of GDS certification (Sabre native).

Responsibilities

• Manage and lead a team of Team Leaders to achieve performance targets.
• Build a positive, people-focused team environment.
• Oversee operations 24/7 with large teams.

Skills

Leadership skills

Client liaison skills

Customer service

Problem-solving

Communication skills

Team management

Education

Matric / Grade 12 Certificate

Relevant tertiary qualification

Tools

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Job description

Call Centre Operations Manager : Travel (Sabre) (Night Shift)

WNS Global Services Inc. (NYSE : WNS) is a global Business Process Management (BPM) leader.

WNS offers business value to + global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities.

Globally, the group's over 41,+ Professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since

• and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa.

We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing people.

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core.

Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

We are looking for a professional, high performance individual, with exceptional leadership and client liaison skills, to be responsible for managing and leading a team of Team Leaders to achieve performance targets, while building a positive, people-focused, team environment.

Qualifications

Matric / Grade 12 Certificate with relevant tertiary qualification

Preferred : Management experience / related field experience

Working knowledge and GDS certification (Sabre native)

Experience Required

Proven track record of 3-4 years' management experience in a multi-channel customer service / contact centre environment, within the travel industry

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

In depth knowledge or understanding of contact centre technology and methodologies

Neutral accent essential with excellent verbal and written English communication skills

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

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

Managing large teams that work 24 / 7

High degree of patience, influencing, persuasion skills and assertiveness with excellent rapport-building skills

Results driven and team player

Excellent problem solving and decision making

Developing self and others

Planning and Organising

Excellent team management & leadership skills

Exceptional interpersonal and communication skills

Strong financial acumen

Strong administrative and organisational skills

High attention to detail and accuracy

Ability to be agile and adapt to change quickly, in a fast-paced environment

behave in a professional manner and with absolute discretion in all situations.

Prioritise and manage workflow

Analyse, validate and interpret data / reports

Resolve conflict situations amicably

Multi-task, work under pressure and cope with high volumes of work

Copes with pressures and setbacks

Job-Related Knowledge, Competencies & Skills Required

Credit / Criminal Clear

Management of high performing teams

Confidence and credibility.

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.

Additional Core Competencies

Embraces change whilst remaining productive and positive

Manage the negativity of others

Leadership / Management and conflict resolution skills

Knowledge / Experience of disciplinary procedures

Performance management skills

Human Resources and IR skills

Good decision-making and Organisational skills

Ability to coach and motivate individuals

Excellent written and communication skills

Willingness to be approachable and work well under pressure

Exceptional team work skills

Determination to achieve high standards

Strategic thinking

Other Specific Requirements

Must be able to work the following operational hours :

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