Team Lead Sales and Operations at Arik Air

Job summary
Working relationship
Frequent liaison with the MD to review revenue achievement, team performance and status of set plans and projects.
Where necessary the Team Lead Sales and Operations will need an active ongoing relationship with ground agents and suppliers to maintain sales volumes.
The Team Lead Sales and Operations will need to liaise with other departments within Arik Airto resolve daily issues; queries and other customer care issues that are highlighted by Arik Explorer customers.

JOB PURPOSE

• To manage all sales and operational processes ensuring that sales and revenue targets are delivered and the operational integrity of all Arik Explorer products and services are continuously maintained.
• To manage all sales and operations staff, coaching and developing to maximize performance of the overall department and achieve revenue and guest volume targets.

MINIMUM QUALIFICATIONS / EDUCATION / EXPERIENCE / TRAINING / KNOWLEDGE

A University degree in a business related field. A postgraduate degree would be an advantage

Experience:
A minimum of 4 years experience in a variety of sales management roles within airlines, travel agencies, Tour Operator or travel technology companies to enable thorough understanding of a Tour Operating function.
Experience of people management within such organizations is vital.

Training:
Experience in the use of Airline GDS systems (Mercator preferred) with Tour Operating procedures.
Selling skills along with people management abilities.

Knowledge:
A thorough knowledge of end to end booking procedures is essential.
Geographical and specific resort knowledge is very important so that the Team Lead Sales and Operations is a point of reference for the Call Centre staff.
Knowledge of Microsoft Word, Excel and PowerPoint packages.
Good general understanding of the Travel Industry.
Knowledge of making informed and effective presentations to various groups.

JOB ACCOUNTABILITIES AND CURRENT OBJECTIVES

• Ensure Arik Explorer staff service incoming reservation calls and emails from direct Guests, Agents and Arik Air offices across the network.
• Manage operational and service quality to ensure very minimal complaint from our guests
• Manage sales force to answer incoming calls ensuring that staff training and productivity is optimized.
• To produce weekly sales revenue/ volume reports to fully update team on the company sales performance.
• Designing and running training courses for staff to actively sell both existing and brand new destinations in line with set targets.
• Help conduct two appraisals annually for all staff to recognize achievement and deal with poor performance where appropriate

Required skills & qualifications

• Ability to roster staff efficiently to optimize resources and cover set working hours and peak booking periods. 10%
• Excellent motivational skills to ensure Sales and Operations agents meet telephone answering / revenue / customer volume targets.
• A team player able to communicate with colleagues at all levels to achieve overall company targets.
• Ability to problem solve balancing the need of the Guest with other responsibilities
• To complete and maintain accurate files for each booking, supplying information to other stakeholders as required.
• Must be proactive and provide new innovations to boost sales.
• Management of all pre and post departure involuntary changes to confirmed bookings & post departure in-resort voluntary changes.
• Management of emergency situations where Guests may be affected overseas by disasters or personal injuries and drawing up the support of other company areas where required.
• Coordinate and take part in vital training of staff to ensure all are always well informed.
• Strong people management skills combined with the ability to motivate, coach, and develop a multi-cultural team