JOB DESCRIPTION

The role will assist the Head of Guest and Trade services in the management of all aspects of Guest & Trades Services that relate to the key strategic pillars - Driving Revenue, Enhancing the Customer Experience and Efficient Service Delivery. This includes the day to day management of the 3rd party supplier's performance against all Contractual KPIs and SLAs highlighting any areas that are below the expected grade of service & quality and signing off accurate forecasting.

This role will primarily support the Head of GTS, in the role of conduit between the 3rd party supplier and the Australian and New Zealand business but also act as support where needed for the Singapore & APAC region


DUTIES:

*Responsible for day to day support to the supplier to continuously improve performance standards across all the sales and service functions
*Real time escalation support to the supplier's Ops Managers, Supervisors & Team Leaders based in Guatemala & Jamaica, with regard to process and procedures.
*Act as second in command and step up when Head of GTS is on leave.
*Identify coaching and training opportunities to enhance the guest's experience and
promote service excellence when contacting Guest & Trade Services,
*Build effective working relationships with leaders within Conduent to support and
promote initiatives on continuous improvements
*Review the daily & weekly performance reports with a view to flagging any risk of
missing monthly KPIs and SLAs, communicate daily updates to senior leadership providing insights into results
*Leverage Speech Analytics capability to gain deeper insights on opportunities to
improve efficiencies and enhance quest experience via increasing self service capability
*Ensuring all guest documentation and information is relevant & correct and meets Data Protection requirements. Such as Offer letter, Confirmation Invoice, Guest Ticket Booklet, Set Sail Pass, Express Pass.
*Provide onsite support to the Teams (based in Guatemala & Jamaica), as determined by the business needs
*Review and work with the Loyalty team on loyalty specific offers, for example the 'paid upgrades incentive'.
*Act as the Guest & Trade Services Subject Matter Expert for Australia and New Zealand only as it relates to all projects for Change.
*Lead internal projects for the market where identified enhancement of GTS operations,manage requirement gathering, UAT and project sign off
*Assist with management of incentives, communicating success / opportunities
*Foster, promote and embrace clear open communication with all key stakeholders supporting GTS functions
*Identify project opportunities based on strategic pillars - develop, design and scope project resources to execute plan.



EXPERIENCE:

*Strong knowledge of my clients brands (to be advised upon interest)
*Working knowledge and experience of the Travel Industry business
*Contact Centre Operations experience
*Strong communication skills both verbal and written
*Sales & Serviced focused with a clear and effective telephone manner
*Excellent negotiating and influencing ability and interpersonal skills
*Ability to build solid working relationship across departments and businesses
*Problem solving skills and ability to use own initiative
*Outstanding commercial awareness / business acumen
*Time management skills and ability to work under pressure
*Proven ability to multi task
*Flexible attitude (as some overseas travel may be required)
*Ability to work both independently and as part of a team
*Strong presentation skills
*Strong systems literacy and numerical reasoning, including high proficiency with MS
Office programs


THE PACKAGE:

The successful candidate will be rewarded with an excellent salary according to their experience which is Competitive along with great company benefits! Advertised salary is very much a guideline and will depend for experienced.


INTERESTED?

Please call PAUL from Travel Trade Recruitment on 02 9119 8744 for a confidential chat, email paul@traveltraderecruitment.com.au or click APPLY NOW below and submit your CV in word format