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

WNS; Cape Town; On-site; ZAR 468,720 - 736,560; Full time

Job summary

WNS South Africa is seeking a professional Team Leader to manage and lead a team of Team Leaders, driving performance targets and a positive, service-oriented culture. You will oversee 24/7 travel bookings operations, ensuring accuracy and customer satisfaction across channels.

Essential qualifications include Matric with relevant tertiary qualification, Sabre GDS certification, and strong English communication. The role requires adaptability to shift work and a fast-paced environment.

Qualifications

• Management experience in a multi-channel contact centre, travel industry preferred.
• Proven ability to lead teams, coach and drive performance.
• Excellent verbal and written English communication; neutral accent desirable.

Responsibilities

• Manage and lead a team of Team Leaders to achieve performance targets.
• Ensure high standards of customer service and operational delivery.
• Coordinate schedules, training, and performance management in a 24/7 environment.

Skills

Leadership

Team management

Communication skills

Problem solving

Emotional intelligence

Planning & organizing

Financial acumen

Customer service

Education

Matric/Grade 12 with relevant tertiary qualification

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

Company Description

WNS Global Services Inc. (NYSE: WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ 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 41,000+ 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

WNS South Africa has been in operation since 2003 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 4000+ people.

Why Join Us?

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.

Job Description

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

Essential

• Matric/Grade 12 Certificate with relevant tertiary qualification

Preferred

• Management experience/ related field experience

Working knowledge and GDS certification (Sabre native)

Experience Required

Essential

• A 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 creditability 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

Behavioral Traits Required

• 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
• Action / Focus / Innovation
• Emotional Intelligence
• Planning and Organizing
• Excellent team management & leadership skills
• Exceptional interpersonal and communication skills
• Strong financial acumen
• Strong administrative and organisational skills
• Client-focused
• High attention to detail and accuracy
• The ability to: be agile and able to 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 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 / 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; ability to 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, 365 days a year working rotational shifts – 45 hour weeks
• Public holidays and weekends