Operations Supervisor in Abuja, Nigeria

at R.S Hunter

Human Resources
Minimum Qualification
Required Experience
1 - 3 years
Employment Type
Full Time
Male or Female
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Job Description

  • 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
  • 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.
  • 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
  • Transaction processing time, i.e. Turnaround time -TAT
  • 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.
  • 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.

Work Experience

  • 1-3 years experience.


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