Travel Operations Team Leader

Responsibilities

• Implement performance management frameworks and quartile management to coach team members
• Monitor workforce metrics to optimize productivity, queue management, and SLA compliance
• Conduct structured 1-on-1 coaching sessions focused on soft skills and customer empathy
• Act as a Subject Matter Expert for complex ticketing, reissues, and airline fare rules
• Oversee quality assurance to mitigate financial risk and reduce Agency Debit Memos (ADMs)
• Identify operational bottlenecks and design improved workflows
• Manage customer interactions across Voice, Email, and WhatsApp channels

Requirements

• Minimum 2 years of structured leadership experience, ideally in a BPO or high-volume travel environment
• Minimum 6 years of core travel industry experience
• Advanced proficiency in Amadeus or similar GDS, ticketing, and fare rules
• NQF4/Grade 12/Matric required; tertiary qualification preferred
• Proficiency in GSuite, MS Office (Advanced Excel), and CRM/Omnichannel tools
• Experience with business analytics and performance frameworks
• Data literacy with tools like Google Data Studio or similar BI tools

About the Company

TravelLab's One Team is the engine room of our Group Travel Operations, supporting multiple global regions and brands to ensure seamless air travel experiences for thousands of clients daily.