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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.
