At RS Hunter, we believe our clients have the resources, what we do is to galvanise, advice, and partner with our clients to understand the peculiarities of their businesses and then offer the best HR solutions and strategies that work.Our objective is to focus on creating an overall people driven value through training, expert HR advisory services and value enhancement to our clientsin small business medium sector range while providing support to larger organisations in the areas of recruitment and executive selection
Position: Operations Supervisor
Job Description
Provide management and motivation to the operations team.
Ensure a high level of cooperation/communication between teams, among the operations functions and with all functions in the organisation. (e.g. account management, finance, sales and IT)
Lead, coach, mentor and empower direct reports to meet the operational goals
Manage, motivate and provide direction to direct reports to achieve agreed targets.
Lead and develop team leaders or travel consultants in delivering travel agency operational services at agreed service levels consistent with company standards while optimising performance
Proactively identify and implement solutions to constantly improve service levels and performance
Oversee the company’s local Call Management System to improve operations efficiency and optimise client service delivery.
Guide, rectify and lead the team to perform world class travel solutions
Handle the complete operations of the business including business development and revenue management
Maximise team productivity through ongoing reporting, feedback and counseling
Goal setting, review and appraisal process of team leaders
Constantly drive direct reports to achieve their personal and team KPI’s. Monitor and provide feedback on a daily and weekly basis.
Complete monthly individual reviews with direct reports and frontline travel consultants covering their KPI’s and defining resulting action items and/or personal development plans.
Provide performance counseling where necessary, both reactively to improve performance and proactively to foster professional development.
Monitor and report on all issues pertaining to the operation, escalating and closing off all risks
Assist in the development of operational policies and procedures
Manage Client Service Levels
Provide the highest levels of service delivery to clients and stakeholders.
Manage daily service levels across all communications channels:
Telephone and email service factor monitored and met
Ensure all transactions are charged and that open transactions are investigated and processed in a timely manner
Create a Customer First culture and manage culture Change
Provide and maintain a safe working environment, equipment and systems of work
Transaction processing time, i.e. turnaround time
Online booking tool adoption and awareness
Ensure, in coordination with account management, that all team members are aware of client travel policy and service level requirements and participate in client meetings when required.
How to Apply
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