We're looking for an experienced Ticketing Supervisor with advanced customer service experience, people management and problem solving skills, strong analytical background, high level of GDS knowledge and of course the ability to communicate effectively with customers, team members and other partners.
The Ticketing Supervisor is responsible for overseeing the daily tasks of the Ticketing team, focused on new bookings and Schedule changes. This role includes communicating customer service objectives to Travel Agents, compiling data to make assessments of their team’s progress and coordinating with upper management to find ways to enhance the customer service objectives among employees.
Position reports to the Frontline Senior Manager, Head of Operations.
Responsibilities
● Promote excellent performance by leading the team and supervising the daily
operations of the department
● Organize and inspire the team to work towards common goals, while establishing an
environment of trust and empowerment to help them maximize their efficiency &
productivity
● Ensure high quality services is offered
● Clearly set & communicate targets and use data to monitor & measure the team’s
performance
● Develop, implement new or improve existing business policies/processes to improve
the services offered
● Anticipate and manage risk and attend employee issues
● Ensure clarity around priorities and goals based on the organization's objectives
● Identify, develop and hire new talent
● Investigate and handle escalated, complex cases to ensure proper resolution
● Communicate with the upper management & deal with difficult stakeholders
Benefits
