Manager - CS Operations

Who are WebBeds

WebBeds is the fastest growing and most significant accommodation supplier to the travel industry. We are a global company offering ground services (hotels transfers tours activities) to travel professionals. Our products help our partners and customers to create amazing Travel experiences.

Our Products range from a Retail Online platform Integration Connectivity hub and distribution APIs to name but a few and our systems are 100% cloud hosted processing up to 5.0bn search requests daily. We deliver amazing outcomes using leading edge technology through innovative and creative thinking.

WebBeds is a subsidiary of Webjet Limited (ASX: WEB) an ASX 200 listed company operating a global digital travel business.

What makes us stand out

• We are a wholesale global travel organisation
• We have 1500 people speaking 50 languages in 120 cites across 50 countries
• We partner with over 430000 properties in more than 15000 destinations
• We work with more than 44000 travel companies in 139 source markets
• We have an amazing Technology team focused on delivering valuable outcomes using innovative tech and creative & lateral thinking.

Job Purpose:

Lead Coach Develop and Mentor a team of FrontLine Manager (Supervisors/Team Leaders) in the execution of their role in compliance with Company Policy and the Operations Training Manual whilst ensuring the delivery of high quality of service.

You will assist in establishing the team objectives provide Supervisors with opportunities to expand their knowledge and analyze data and focus on improving performance and processes in an effort to better support customers.

You should have exceptional communication interpersonal and customer service skills as well as comprehensive knowledge of company policies and offerings. Manage the Customer Service team ensuring that the department is running effectively to deliver business results through building supplier and customer relationships to achieve sustained and profitable growth.

Ensure tracking and closure of complaints and remediate with causal analysis to prevent recurrence of customer affecting issues.

Key Responsibilities:

Operations

• Manage day to day operation ensuring KPIs are being met and daily task are getting done in a timely manner
• Gather data and analyze to improve processes ensure resources are properly allocated and efficiency is maximized
• Monitor CRM on a daily basis to ensure smooth daily operation
• Effectively delegate task to ensure workload are being handled and distributed
• Coordinate with other internal department in order to provide the best customer experience
• Attend meetings with Sales to discuss any issues and provide update
• Maintain a good relationship with Customers Supplier and Internal Department
• Identify if error is internal and approve loss
• Analyze loss report and provide action plan for improvement
• Act as escalation point of contact for any emergency

People Management

• Manage support and motivate the Customer Service teams
• Ensure the Companys performance management process is followed and implemented within the Customer Service team by setting up short term and long term objectives to your direct reports and your frontline teams by doing regular performance reviews and by working closely with the concerned management and HR on any changes required
• Ensure optimum staffing development and retention to support the Companys growth
• Identify training needs of existing staff to support the Companys strategy and to ensure
• Identify needs for continuous improvement and provide support
• Review the succession plan for all critical roles within the team on a quarterly basis
• Ensure all staff adhere to the Companys policies and procedures
• Provide reporting as required on centre or teams performance including but not limited to:
  • Defects experienced by Customers
  • Recruiting needs including forward anticipated attrition and expansion requirements
  • Any servicing interruptions caused by IT outages Supply chain interruptions and any BCP requirements executed
  • Losses accruing to the company from defects by department by type
  • Staffing and Scheduling to ensure roster coverages match company needs

Key Competencies:

• Staffing and scheduling skills (Workforce Management experience)
• Advocate organizational changes necessary for developing and keeping top talent
• Communication Business Fluent English both written and verbal (Required)
  • Active Listening
  • Ability to provide high impact performance feedback
  • Written and Oral Communication
  • Written and Oral Presentation
• Critical Thinking
  • Decision making and Delegation
  • Planning and Scheduling
  • Strategic problem solving

• Diversity Awareness
  • Awareness and legal Knowledge

• Emotional Intelligence
  • Self Development
  • Adaptability/ Stress Tolerance
  • Trustworthiness
  • Achievement Orientation
  • Building strategic relationships
  • Conflict management
  • Interpersonal Sensitivity/ empathy
  • Team/interpersonal support
  • Collaboration

Job Qualifications:

• 35 years of management experience
• 35 years of experience in the travel and tourism industry or Customer Service Field
• Excellent relationship management

Why choose us as your next destination

We are super proud of our dedicated team of friendly energetic & passionate professionals. Our people are key to the success of our business & everybody at WebBeds has their own unique role to play as we continue to drive the company forward.

Over 50 different languages are spoken by our workforce but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support.

• International highly skilled group of experts from all around the globe
• Dynamic environment with the chance to grow influence & impact change
• Disruptive fastgrowing market leader within travel & endless possibilities
• Culture built on collaboration empowerment and innovation

Find out more about the WebBeds business at #LIHybrid