Zaměstnavatel: nabízí volné pracovní místo na pozici: PSG / GSO / Air Fulfillment & Operations Manager (ref.: 1-15-88010/ID)

Team Overview
The Air Fulfillment team supports all aspects of the Fulfillment business, with particular focus on the customer experience, efficient transaction processing and providing mission critical linkages between our customers,company and our partners.

This position acts as an onsite expert, manager, and agent mentor for operational air fulfillment activities in our European hub for multi-language support to ensure exceptional handling and uninterrupted travel for client´s customers.

Responsibilities:

• Utilizing strong call centre management experience, travel industry background, and GDS knowledge, this position is responsible for managing agents and overseeing performance for Air Fulfillment functions in a call centre environment; ensuring that process, policy, coaching, developing, and mentoring all align with company goals; driving organizational strategy, focus, and direction; and leading a culture of continuous improvement.
• Develop the organizational strategy and focus for the team(s) ensuring timely and accurate processing of all offline work queues
• Develop KPIs and reporting tools to measure operational effectiveness.
• Consistently meet or exceed KPIs established for the team, ensuring consistent delivery against quality and productivity standards, including those established by customer care – for customer communication and documentation.
• Drive a culture of root cause analysis and continuous improvement
• Advocate for the Air Fulfillment team, ensuring the issues are escalated, tools and resources are made available; removing barriers and obstacles preventing agents from successfully completing their work assignments; escalating to vendors and suppliers to bring satisfactory resolution to system (technology or human) failures
• Maintain balance between big picture and moving individual issues to conclusion.
• Provide feedback and input for Customer Ops curriculum related to supporting the air product.
• Compile and communicate business intelligence on Air related products, identifying trends and anomalies.
• Maintain a best-in-class quality and training environment that meets client goals.

Požadavky

• Minimum 3 years Management experience in a call centre environment
• 5-8 years relevant experience in a Travel environment
• GDS experience, preferably Amadeus and Travelport
• Strong written and verbal communication skills
• Ability to consistently provide excellent customer service in sometimes challenging circumstances
• Solid analytical skills, strategic planning, and business acumen
• Fluency in multiple European languages
• Management experience in a Call Center Customer Service environment
• Degree preferred
• Highly organized with the ability to easily multi-task
• Highly organized and detail oriented with a very strong focus on process, leadership, and continuous improvement
• Actively seeks feedback and is independently driven to gain knowledge, learn new applications, technologies, and skills to drive results
• Independently driven to learn new applications, technologies, and skills
• Knowledge of airline rules and regulations including fare rules, ticket exchanges, ticket refunds and itinerary changes preferred
• Experience in a dynamic, high volume environment
• Knowledge of Amadeus, Worldspan, or similar GDS experience
• Goal-oriented, and uses data in decision making process
• Builds relationships that are meaningful in achieving results

Ostatní

If you want to apply for this job, please, send us your curriculum vitae in English with the ref. number in subject of your application.

If you've had an interview in Grafton already, please, contact your consultant directly (ideally by email).



For more related job opportunities visit www.grafton.cz/gastro/


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