Join our Team

Flights Team Lead

Job purpose:
We are seeking a highly motivated and experienced Flights Team Lead to join our dynamic team. The Flights Team Lead will be responsible for overseeing the daily operations of our flight booking and management team, ensuring efficiency, accuracy, and exceptional customer service. This role requires a strong understanding of the airline industry, excellent leadership skills, and a proven track record of success in a fast-paced environment.

What will be your key responsibilities?

Team Management: Lead, mentor, and motivate a team of flight booking specialists, providing ongoing training, support, and performance feedback. Conduct regular team meetings to address challenges, share best practices, and maintain a positive work environment.

Operational Excellence: Oversee all aspects of flight booking and management, ensuring adherence to company policies and procedures. Develop and implement strategies to improve efficiency, reduce errors, and enhance the overall customer experience. Monitor key performance indicators (KPIs) and identify areas for improvement. This includes:

• Flight Issuance Oversight:
  Directly supervise the accurate and timely issuance of flight tickets, ensuring compliance with all ticketing regulations and procedures. Monitor ticket issuance processes for potential bottlenecks and implement solutions to optimize workflow.
• Reservation Holding Management:
  Develop and implement strategies for managing held reservations, balancing the needs of customers with operational efficiency. Establish clear guidelines and procedures for handling held reservations, including time limits and escalation protocols. Analyze data to identify trends in reservation holding patterns and implement improvements.
• Queue Management:
  Oversee the effective management of customer queues, ensuring fair and efficient processing of requests. Implement strategies to reduce wait times and improve customer satisfaction. Monitor queue performance and identify opportunities for improvement, such as adjusting staffing levels or optimizing workflow processes.

Customer Service: Act as the primary point of contact for escalated customer issues related to flight bookings. Resolve complex problems efficiently and effectively, ensuring customer satisfaction. Develop and maintain strong relationships with key airline partners.

Process Improvement: Identify opportunities to streamline workflows and improve operational processes. Develop and implement new procedures to enhance efficiency and accuracy. Collaborate with other departments to ensure seamless integration of flight booking processes.

Reporting and Analysis: Prepare regular reports on team performance, key metrics, and operational efficiency. Analyze data to identify trends and make data-driven decisions to improve team performance.

Technology Proficiency: Proficient in using various flight booking systems and software applications. Stay up-to-date on industry trends and technologies.

What are we looking for?

1. Candidates must have 3 years experience in Flights customer service or similar function
2. Candidates must have excellent verbal & written English communication skills
3. Candidates must have an In-depth knowledge of airfares and routing
4. Candidates must have intensive experience with GDS
5. Candidates must have advanced proficiency with Microsoft Word, Excel, and Outlook.
6. Candidates must have strong time management and organizational skills
7. Candidates must have proficiency in efficient time management and adept task prioritization
8. Candidates must have strong interpersonal skills: Ability to build strong relationships, motivate and inspire others, and create a positive and collaborative team environment.