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    Call Centre Operations Manager: Travel - Cape Town, South Africa - WNS Global Services

    WNS Global Services
    WNS Global Services Cape Town, South Africa

    5 days ago

    WNS Global Services background
    Description
    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)

    Additional Information

    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:

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

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

    o prioritises and manages work flow

    o analyse, validate and interpret data/reports

    o resolves conflict situations amicably

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

    o copes with pressures and setbacks

    Job-Related Knowledge, Competencies & Skills Required

    Essential

    • 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

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