Travel Contact Centre Operations Leader - Data-Driven & Automation

Paton Personnel; Cape Town; On-site; ZAR 1,400,000 - 2,000,000; Full time

Job summary

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.

Skills

WFM

Forecasting

Capacity planning

SLA/KPI

Contact centre metrics

Automation

Process improvement

Education

Commerce/Business/Management/Operations degree

Tools

Amadeus GDS

Job description

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.