CTO/ATO Supervisor, Ticketing and Reservations at Uganda Airlines

Reports to:      Assistant Manager, Ticketing and Reservations

Key Responsibilities

• Responsible for delivering direct sales targets of the company.
• Ensuring sales target set for the ticketing office is achieved.
• Oversee the ticketing office ticketing and reservation staff and Call Centre as the case may be.
• Interpret and communicate work procedures and policies to employees where necessary.
• Resolve complaints and answer queries from customers regarding ticketing and reservations.
• Ensure that the sales report is closed on time.
• Prepare weekly, monthly, and yearly reports.
• Manage the refunds at the ticketing office and processes in collaboration with the Finance team.
• Train new Sales Executives when needed in conjunction with commercial systems.
• Review and check the performance of ticketing and reservations agents such as the accuracy of their reports and records.
• Ensure that all ticketing and reservations agents are kept up to date with information circulated either via mail or notice boards.
• Ensure reconciliation of daily sales reports
• Review resources available, determine skills needed for an effective workforce, and manage/coach the team to deliver the best results, including the provision of local training & development on new technology and equipment.
• Ensure the highest level of customer service delivery is attained.
• Take responsibility for own proficiency development and train and develop other employees, for proper succession planning and risk management.
• Respond to any emergency or major operational disruption affecting the Airline’s operations.
• Supervise and carry out appraisals for the T &R team.
• Monitor performance against targets and ensure actions are in place to achieve these targets.

Qualifications and Experience

• Must have a minimum of five (3) years of airline experience in Airline Sales
• A minimum of 1st degree in Social Science, Air Transport, and related courses.
• Must have proven leadership skills in a multi-skilled environment.
• Must have proven experience managing people from diverse cultural backgrounds.
• Must have a good working knowledge of setting and monitoring budgets.

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