Foreign Products Support Manager (Hotels, Tours & Flights)

Job Description

The Foreign Products Support Manager (Hotels, Tours & Flights) is responsible for leading and overseeing the performance of the flight, hotel, and tour support teams, ensuring high-quality service delivery, optimizing operational processes and KPIs, and supporting strategic decision-making for senior management. This role is critical in enhancing customer satisfaction, improving team productivity, and elevating the overall service experience.

Key Responsibilities

·       Lead and supervise team leaders and staff within the foreign products support team (flights, hotels, and tours).

·       Ensure achievement of contact center KPIs and IPF, and provide regular reports to senior management.

·       Manage critical situations during periods of high volume and increased workload.

·       Identify and resolve operational and process-related issues affecting service quality and customer experience.

·       Plan and oversee training and professional development programs for team leaders and

·       Review and optimize processes to reduce SLA response times and improve operational efficiency.

·       Address financial discrepancies related to customer support and implement corrective measures.

·       Collaborate with external stakeholders such as airlines, hotels, and GDS providers to ensure smooth and efficient operations.

·       Participate in recruitment interviews and performance evaluations for team members.

·       Represent the team in cross-functional meetings and communicate needs and challenges to senior management.

·       Foster a culture of feedback, succession planning, and team development.

·       Monitor adherence to established processes and coordinate with other units to address operational needs and ongoing projects.

·       Ensure the team remains updated on internal policies, guidelines, and process changes.

Requirements

·       Minimum of 5 years’ experience in managing a customer support team , with a proven track record in KPI management.

·        Experience in managing international flight customer support is considered an advantage

·       Education: Bachelor’s degree, preferably in Tourism Management, Industrial Engineering, or English Language.

·       Proficiency with reporting and ticketing tools.

·       Advanced Excel skills and ability to analyze operational data.

·       Strong leadership and team-building skills.

·       Excellent communication and negotiation skills.

·       Ability to provide constructive feedback effectively.

·       High emotional intelligence, empathy, and accountability.

·       Creativity and a continuous improvement mindset.

·       Empowered to make decisions related to staff performance, promotions, scheduling, and team presence.