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Travel Centre Manager (TCM) At Wakanow

Date Posted: 28/May/2014
Deadline: 02/Jun/2014

Wakanow is Nigeria's first online travel portal that provides travellers with the ability to research, plan and book their complete travel needs locally and globally. We provide flight, hotel and airport pick-up services locally and internationally. wakanow.com Limited, a leading Online Travel Company in Nigeria is currently recruiting due to opening of more Travel Centres across the Country:


Travel Centre Manager (TCM)
Locations: Kano & Port Harcourt

Ref: 201405
Job Description

  • The Travel Centre Manager (TCM) is responsible for the daily running and management of the Travel Centre through the effective use of resources.
  • He/she has the responsibility for meeting and setting customer service targets as well as planning areas of improvement or development.
  • TCM ensures that calls are answered by staff within agreed time scales and in an appropriate manner.
  • The TCM also coordinates and motivates Travel Centre employees' and Liaises with relevant Units.

Responsibilities

  • Setting and meeting performance targets for speed, efficiency, sales and quality
  • Managing the daily running of the Travel centre.
  • Liaising with supervisors, team leaders, and ticketers to gather information and resolve issues.
  • Monitoring random calls to improve quality, minimise errors and track operative performance.
  • Coordinating staff recruitment, and liaising with HR Unit on employee needs within the Travel centre.
  • Reviewing the performance of staff, identifying training needs and planning training sessions.
  • Recording statistics, user rates and the performance levels of the centre and preparing reports.
  • Handling the most complex customer complaints or enquiries.
  • Organising staffing, including shift patterns and the number of staff required to meet demand.
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
  • Reporting, forecasting and analysing data against budget figures on a daily, weekly and/or monthly basis.

Qualifications and Experience

  • Prior experience in the travel industry is MANDATORY.
  • Financial planning and budget management.
  • People management.
  • Strong communication - verbal, presentational and written.
  • Business analysis and business management.
  • Relationship management- internal to the organisation and external.
  • Organisational skills, leadership and motivational skills.
  • First degree in any Social Sciences or Business Management course.
  • Must have at least 5-6 years relevant post NYSC working experience and must be able to work without supervision
  • Ability to use the Amadeus GDS is an added advantage.



How To Apply
Interested and qualified candidates should forward their CV's to: [email protected] indicating the preferred role and location as the subject of the mail. e.g Travel Consultant-Kano.







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