Team Leader

5 days ago

Pasig, National Capital Region, Philippines WNS Full time ₱1,200,000 - ₱1,500,000 per year

Job Description and Qualifications:

  • Must be amenable to work 100% onsite in WNS Eastwood Site.
  • Proficient in multiple GDS platforms including Worldspan, Sabre, Galileo, Amadeus, and Apollo
  • Preferred certification in IATA/UFTAA Level – 1
  • Excellent communication skills, particularly in spoken English
  • Proficient in Microsoft Office applications, especially PowerPoint and Excel
  • Strong understanding of IATA rules and regulations, including fare components, manual fare calculation, pricing units, global indicators, and indirect travel limitations.
  • Proficient in operations management with the ability to drive performance and meet client KPIs such as AHT, Agent Error, ASA, Quality Scores across Voice, Chat, Email, and Ticketing Reject Queues
  • Ability to lead business reviews with clients, presenting key performance insights and improvement strategies
  • Expertise in structuring teams using Departmental Procedures (DP), Standard Operating Procedures (SOP), and process flows
  • Skilled in quality tools, conducting Root Cause Analysis (RCA) for recurring issues, and implementing effective action plans
  • Strong data analysis skills in Excel, capable of identifying root causes and driving corrective actions based on insights
  • Experience in travel operations, particularly in fare pricing, quality management, and process optimization
  • Strong analytical and problem-solving skills with a data-driven approach
  • Ability to collaborate with cross-functional teams and effectively communicate with stakeholders
  • Proven ability to drive performance and process improvements in a fast-paced environment

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