Contact Centre Operations Manager - Travel Industry - Cape Town

Paton Personnel; Cape Town; Sur place; ZAR 1 400 000 - 2 000 000; Plein temps

Résumé du poste

Paton Personnel seeks a data-driven leader with 6+ years in travel and contact centre operations, including 4+ years at senior management level, in Cape Town. Expertise in Amadeus GDS, complex fare rules, and global ticketing is essential.

Strong skills in workforce management, forecasting, capacity planning, and SLA/KPI metrics are required, with proven drive for automation and technological change under pressure.

Qualifications

• 6+ years travel/contact centre experience with 4+ years in Operations Manager/Senior Management.
• Expert Amadeus GDS, complex fare rules and global ticketing knowledge.
• Strong WFM, forecasting, capacity planning, SLA/KPI and contact centre metrics experience.
• Proven ability to drive automation, process improvement and technology change.
• Degree in Commerce, Business, Management or Operations.
• Seeking a decisive, data-driven leader who thrives under pressure and gets results.

Connaissances

WFM

Forecasting

Capacity planning

SLA/KPI

Contact centre metrics

Automation

Process improvement

Formation

Commerce/Business/Management/Operations degree

Outils

Amadeus GDS

Description du poste

6+ years Travel/Contact Centre experience, including 4+ years at Operations Manager/Senior Management level, is essential.

Expert Amadeus GDS, complex fare rules and global ticketing knowledge required.

Strong WFM, forecasting, capacity planning, SLA/KPI and contact centre metrics experience essential.Proven ability to drive automation, process improvement and technology change highly advantageous.

Degree in Commerce, Business, Management or Operations.

Seeking a decisive, data-driven leader who thrives under pressure and gets results.