CLUB RESERVATIONS SUPERVISOR IN SOUTH AFRICA

CLUB RESERVATIONS SUPERVISOR R CTC per month CENTURY CITY, CAPE TOWN PERMANENT POSITION   ESSENTIAL REQUIREMENTS: Matric (Grade 12) essential Relevant tertiary qualifications Previous experience working in Hospitality/timeshare/Travel & tourism (Advantageous) Must have managed a contact centre with staff Proficiency with Data capturing both numerical and document typing Minimum of two years experience in a supervisory role in a sales and customer service environment Ability to coach staff and assist them as needed Knowledge of timeshare and travel Comfortable with computer database packages A quick learner and willing to be trained on new in-house databases Proficiency in the MS office package Must be a South African national   DUTIES: ·   Maintain a strong and effective working relationship with the client ·   Maintain effective call handling through staff scheduling ensuring optimum level of staff resources according to business requirements. ·   Ensure relevant productivity targets on call handling and conversion ratios for confirmations and renewals. ·   Ensure the team effectively use the KANA Response application to promptly and effectively handle email correspondence within agreed service level (48 hours) ·   Maintain full awareness of daily statistics of agent’s activity against monthly targets. ·   Maintain all reports related to the Operations team. ·   Devise and seek approval for ad-hoc incentives to achieve office targets. ·   Ensure high quality member servicing is provided at all times. ·   Handle all Customer / Resort relation issues including any client/members escalations. ·   Provide on-floor supervision at all times and be accessible to all operations employees. ·   Manage recruitment interviews and candidate selection process in line with company procedures and local legislation to optimize performance and retention. ·   Complete full company induction training for all new employees ·   Manage all staff for whom accountable in line with the Company’s human resource policies and procedures and local legislation so that performance is maximized and individuals achieve their full potential, including absence and late management. ·   Hold regular scheduled meetings with staff to solicit input and review productivity. ·   Identify staff training needs and implement appropriate training programmes (in conjunction with human resources for external training). ·   Complete appraisal assessments and conduct meetings in line with company procedure and provide full information to Human Resources Department in London ·   Develop and maintain effective coaching strategy to optimize performance of agents. ·   Ensure effective communication procedures are implemented and maintained. ·   Participate in regular conference calls (mostly operations) where productivity and other business related matters will be reviewed. ·   Ensure all legislative requirements relating to health and safety of employees and the office environment are adhered to with any concerns immediately reported to human resources. ·   Take responsibility for own continuing professional development so that professional knowledge is up to date and work reflects practice.       ALL CV’S WILL BE DELETED.  ONLY TELEPHONIC APPLICATIONS WILL BE CONSIDERED.  IF YOU MEET ALL THE REQUIREMENTS PHONE NATHIER ON DURING OFFICE HOURS