Vacancies at Wakanow

Job Objective

• The Customer Service Sales Agent is responsible for proactively reaching out to customers, assisting them in making new bookings, and converting pending bookings into confirmed reservations.
• This role involves making and receiving calls, managing new bookings, and providing excellent customer service to finalize the booking process.

Job Description

• Outbound Sales Calls: Proactively reach out to potential customers through outbound sales calls, presenting travel options and persuading them to make bookings.
• Inbound Calls: Handle incoming calls from customers inquiring about travel options, providing information, and guiding them through the booking process.
• Booking Management: Efficiently manage new bookings, ensuring accuracy, compliance with company policies, and a seamless customer experience.
• Conversion: Contact customers with pending bookings, follow up on their inquiries, and employ effective sales techniques to convert pending bookings into confirmed reservations.
• Customer Assistance: Provide exceptional customer service by addressing inquiries, resolving issues, and assisting customers with their travel needs.
• Sales Targets: Meet or exceed sales targets and key performance indicators (KPIs) related to booking conversion and revenue generation.
• Product Knowledge: Maintain a strong understanding of travel products, services, and promotions to upsell effectively and cross-sell to customers.
• Documentation: Keep accurate records of customer interactions, actions taken, and booking details in the companys customer management systems.
• Quality Assurance: Adhere to company policies and procedures to ensure high-quality customer interactions and compliance with sales guidelines.
• Follow-Up Calls: Call back customers to finalize bookings, provide additional information, and ensure customer satisfaction.

Requirements

• Proven experience in telesales or a similar role, preferably within the travel or hospitality industry.
• Strong communication and interpersonal skills, with the ability to persuade and influence customers.
• Results-oriented with a track record of meeting or exceeding sales targets.
• Excellent customer service skills and a customer-centric approach.
• Familiarity with travel products and reservation systems is a plus.
• Detail-oriented and organized.
• Ability to work independently and as part of a team.

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Job Objective

• The Global Workforce Manager will play a pivotal role in ensuring optimal staffing and resource allocation across all Wakanow contact centers.
• This role will be responsible for capacity planning, workforce scheduling, and the implementation of workforce management tools.
• Working closely with HR, SVP of Operations, and the COO, the Global Workforce Manager will ensure operational efficiency, given that operations resources constitute 50% of Wakanow workforce. Additionally, this role will oversee operational reporting and KPI tracking to ensure budgetary control.

Job Description

Capacity Planning & Workforce Scheduling

• Develop, implement, and maintain capacity plans for all contact centers.
• Ensure optimal staffing levels across various shifts, considering peak times, holidays, and other variables.
• Monitor real-time adherence to schedules and make adjustments as necessary.

Workforce Management Tool Implementation

• Evaluate, select, and implement a workforce management tool suitable for Wakanow’s needs.
• Train relevant teams on the tool and ensure its effective utilization.

Collaboration & Communication

• Work closely with HR to ensure timely recruitment and training of staff based on capacity needs.
• Collaborate with the SVP of Operations and COO to align workforce strategies with broader operational goals.
• Regularly communicate workforce plans, challenges, and solutions to senior management.

Operational Reporting & KPI Tracking

• Develop and maintain comprehensive operational reports that provide insights into workforce efficiency, contact center performance, and other relevant metrics.
• Track and analyze KPIs to ensure budgetary control and operational efficiency.
• Provide recommendations based on data analysis to optimize resource allocation and reduce costs.

Budgetary Control

• Collaborate with the finance team to develop and manage the operations budget.
• Monitor expenses and ensure alignment with the budget, making adjustments as necessary.

Continuous Improvement

• Stay updated with industry best practices in workforce management.
• Introduce innovative solutions to enhance workforce efficiency and reduce costs.

Requirements

• Bachelors degree in Business Administration, Operations Management, or a related field.
• Proven experience in workforce management, preferably in contact center environments.
• Strong analytical skills with experience in data analysis and reporting.
• Proficiency in using workforce management tools and software.
• Excellent communication and presentation skills.

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Job Profile

• The Global Knowledge Manager will be responsible for aligning processes and training materials across all contact centers, ensuring consistency and adherence to group-level standards.
• This role will involve auditing contact centers, developing processes, creating training content, analyzing data, and leading operational projects with a Six Sigma approach.

Job Description

Process Development & Alignment

• Design, implement, and maintain standardized contact center processes at the group level.
• Ensure that all contact centers operate consistently with these processes.
• Continuously review and refine processes based on feedback and performance metrics.

Training Material Development

• Develop comprehensive training materials that reflect standardized processes.
• Collaborate with contact center trainers to ensure effective delivery of training content.
• Regularly update training materials based on process changes and feedback.

Audit & Compliance

• Conduct regular audits of contact centers to ensure adherence to group-level processes and training standards.
• Provide feedback and recommendations for improvements based on audit findings.
• Work with contact center managers to implement necessary changes.

Data Analysis

• Extract and analyze data from the BigQuery database to identify trends, areas of improvement, and the effectiveness of implemented processes.
• Provide regular reports on contact center performance metrics to senior management.

Operational Projects

• Lead and manage operational projects using a Six Sigma approach.
• Collaborate with cross-functional teams to ensure project success.
• Ensure projects result in measurable improvements in contact center efficiency and customer satisfaction.

Continuous Improvement

• Stay updated with industry best practices and introduce innovative solutions to enhance contact center operations.
• Lead Six Sigma initiatives, aiming for Yellow Belt or Black Belt level improvements.

Requirements

• Bachelors degree in Business Administration, Operations Management, or a related field.
• Certification in Six Sigma (Yellow Belt or Black Belt) is a must.
• Proven experience in contact center operations, process development, and training.
• Strong analytical skills with experience in data analysis and reporting.
• Excellent communication and presentation skills.
• Ability to lead cross-functional teams and manage multiple projects simultaneously.
• Proficiency in using BigQuery or similar database platforms.