wuzzuf.com
Job Description :
Establish the Support departments that includes the divisions of : Customer Support, Ticketing, Re-protection , Fraud Prevention and Lead Management , Learning and development. Execute and monitor the departments mission and strategies given by the management. Implement the global customer strategies and support policies, revise them and in case of need to redo based on the local situation. Set overall compliance policies and quality standards to be followed. Forecast the annual manpower plan as per the business expansion. Recruit, mentor and develop Support Specialists and nurture an environment where they can excel. Design onboarding programs to ensure that all new employees are informed and aligned with all necessary aspects to become effective contributor to the company. Build strong technical knowledge to the team through delivering the needed training programs. Set and manage the KPI system for the different support departments. Implement and analyze support workflows and make suggestions to improve efficiency and effectiveness. Oversee the daily operations of the departments to ensure the delivery of consistent high levels of service. Act as subject matter expert regarding all the structure and workflows. Manage schedules of team members to ensure 24/7 coverage and meet any service level agreements set by the company. Work in collaboration with the operation department for more business expansions. Work on new initiatives in collaboration with other support teams across the globe (KIV, CEB, MNL and BOG) such as: improvements in the process etc… Deliver performance report to the Global office as per their request. Set and manage the approved budget for the support departments. Track and apply best practices to areas of improvement to reach an engaged customers and facilitate organic growth.
Job Requirements :
Minimum of 8-10 years of processing/Ticketing and/or other travel operations functions. Minimum of 3-5 years in a Leadership position. Good knowledge of the Travel industry. Different GDS’s knowledge (Sabre, Amadeus, Apollo). Excellent communication and presentation skills. Excellent organizational and planning skills. Strategic mindset. Creation and innovation. Customer Orientation. Excellent knowledge of management methods and techniques. Proficiency in English. Working knowledge of customer service software, databases and tools. Awareness of industry’s latest technology trends and applications. Advanced troubleshooting and multi-tasking skills. Leadership skills. Problem-solving skills. Negotiation skills. Patience, compassion and empathy.