Travel Operations Team Leader

Our Group Operations Division is looking for a Travel Operations Team Leader for the Customer Support Team, which is known as One Team!

(This role is planned to be based in G ardens, Cape Town (South Africa) )

About The Role

Are you a data-centric BPO leader who knows how to inspire people while ruthlessly driving operational metrics? We are seeking an exceptional

Travel Operations Team Leader to champion our customer service delivery and optimise daily workflows.

In this role, you will lead from the front. You will combine your deep travel industry expertise (Amadeus, ticketing, complex fare rules) with structured BPO performance management practices. You aren’t just a manager—you are a coach and a culture-builder. You will be responsible for fostering an environment of absolute customer excellence, driving first-contact resolution, minimising financial risk (ADMs), and executing strategic performance frameworks to elevate your team's output.

Key Responsibilities

Performance Management & Team Leadership

• Data-Driven Performance: Implement rigorous performance management frameworks, utilising quartile management to coach underperformers and challenge top talent.
• Capacity & SLA Management: Actively monitor workforce metrics to increase overall productivity, optimise queue management, and reduce unnecessary overtime and absenteeism.
• Talent Development: Direct, support, and upskill your team, ensuring a robust leadership pipeline.
• Culture & Engagement: Drive team morale, employee retention, and a highly engaged culture focused on the customer experience.

Culture & Customer Service Coaching

• Cultivate Excellence: Actively build and nurture a culture dedicated to premium customer service. You will inspire the team to move beyond transactions and focus on truly 'Romancing' our customers.
• Performance Coaching: Conduct regular, structured 1-on-1 coaching sessions focused on soft skills, emotional intelligence, and customer empathy across Voice, Email, and WhatsApp.
• First Contact Resolution (FCR): Instill an FCR-first mindset across the floor, equipping agents with the confidence and problem-solving skills to resolve complex queries on the first interaction.

Operational Quality, Compliance & Risk Mitigation

• SME Guidance & Coaching: Act as the ultimate Subject Matter Expert (SME), coaching agents on complex ticketing, reissues, amendments, cancellations, and strict adherence to airline fare rules.
• Financial Risk (ADM) Reduction: Oversee quality assurance checks to systematically eliminate ticketing errors and mitigate Agency Debit Memos (ADMs).
• Process Evolution: Identify operational bottlenecks or process gaps, design workflows to solve them, and collaborate with training teams to update internal knowledge bases.
• Supplier Relations: Foster and maintain strong working relationships with key airline and travel suppliers.

Productivity & Execution

• Queue Optimisation: Ensure all incoming customer interactions across Voice, Email, and WhatsApp are actioned within strict SLA parameters.
• Operational Hybrid Execution: Balance leadership with hands-on support, managing your own operational workload, processing payments, and assisting the team during peak volumes.

Qualifications & Experience

• Leadership Background: Minimum 2 years of structured leadership experience, ideally within a BPO or high-volume travel operations environment.
• Travel Industry Tenure: Minimum of 6 years of core travel industry experience, with advanced proficiency in Amadeus (or similar GDS), ticketing, and fare rules.
• Education: NQF4/Grade 12/Matric required; a relevant Tertiary qualification is highly advantageous.
• BPO Acumen: Proven exposure to business analytics, strategic planning, and performance frameworks (e.g., QA calibration, quartile tracking, workforce optimisation).

Technical & Functional Competencies

• Systems Mastery: Highly proficient in GSuite, MS Office (Advanced Excel, Word, PowerPoint), and CRM/Omnichannel communication tools (Email, Voice, Chat systems).
• Data Literacy: Comfort with Google Data Studio or similar BI tools to analyse operational trends and metrics.
• Compliance Knowledge: Familiarity with the Consumer Protection Act (CPA), POPI Act, and travel industry best practices.

Behavioural Competencies

• Inspiring Coach: Proven ability to motivate, mentor, and shift team mindsets toward a customer-first philosophy.
• Analytical & Assertive: Highly analytical problem-solver capable of making swift, confident decisions under pressure.
• Change Champion: Adaptable, resilient, and skilled at mediating conflict and leading teams through process changes.
• Customer-Centric: Passionate about driving a 'First Contact Resolution' culture while delivering an exceptional customer journey.

About The Team

The One Team is the engine room of our Group Travel Operations. We support multiple global regions and brands, managing complex customer interactions and fulfilment. Utilising our robust in-house system ( TCC), we collaborate as a unified front to ensure that buying and modifying air travel is a seamless experience for thousands of clients daily. We value expertise, sharp wit, and a shared passion for the aviation and travel industry.