Assess, monitor and drive team work with the aim of even distribution of workload
Support your team(s) in achieving service levels and processing travelers/travel arrangers requests whenever necessary or required by the volume of requests
Manage daily service levels across defined communications channel
Monitor team members activity to ensure that travelers and travel arrangers travel requirements (from initial enquiry to file completion) in accordance with their travel policy are met and in accordance with Service Level Agreement (SLA). This covers all aspects of travel including air, accommodation, car, rail, ferry, insurance, visa and raising exchange order to vendors etc.
Ensure internal and external communications and vendors updates are distributed in a timely manner (e.g. airfares / hotels / cars/ GDS)
Ensure that travelers services are following the process in full compliance with CWT standards including but not limited to use of GDS scripts, queues, ID data requirements, etc.
Oversee team rosters with a minimum of four weeks visibility to ensure that the team is adequately staffed at all time
Monitor team activity and workload in order to identify recruitment needs
Participate in recruitment of new team members once approved and conduct initial interviews in a timely manner
Ensure company assigned projects are carried out and completed within the decimated time frame
Support fellow team leaders whenever required
Working hours to include weekend and/or Public holiday which will be different with regular team
Qualifications
Qualifications:
Experience & Education
Experience:
3-4 years of experience in a similar capacity
Having experience in TMC will be an advantage
Languages
English fluent both written and verbal communication
Education, knowledge, skills and abilities (KSAs)
Diploma in any discipline or equivalent
IATA certification an added advantage
Excellent knowledge of reservation systems (GDS) preferably Sabre, IATA fares and ticketing
Good command of MS Office and Excel
Good interpersonal skills
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TIPS
Demonstrate pro-active and can do solution driven approach
