Key Responsibilities
• Responsible for delivering direct sales targets of the company.
• Ensuring sales target set for all direct sales channels are achieved.
• Oversee the entire network’s ticketing and reservations staff and the Call Centre.
• Interpret and communicate work procedures and policies to employees where necessary.
• Resolve complaints and answer queries from customers regarding ticketing and reservations.
• Prepare weekly, monthly, and yearly reports.
• Make recommendations on how to improve direct Sales and services.
• 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 and the call center are kept up to date with information circulated either via mail or notice boards.
• Ensure reconciliation of daily sales.
• 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.
• In collaboration with the Ticketing & Reservation (T & R) Supervisor, ensure the highest level of customer service delivery is attained.
• Supervise and carry out appraisals for the T &R team.
• Monitor performance against targets and ensure actions are in place to achieve these targets.
• Monitor the call center and ensure compliance with the Service Level Agreement.

Qualifications and Experience
• Must have a minimum of five (5) years of airline experience in Airline Sales; two (2) of which should be at a supervisory level.
• 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.
• Must have a proven ability in planning and prioritization of tasks.
• Must have the ability to understand and work within different cultures/environments.
• Must have excellent people skills with the ability to communicate and influence at all levels.
• Must have excellent IT Skills, including use of ICT packages i.e., Word, Excel, Powerpoint, Access.