Senior Reservation & Ticketing Operations Manager

Flymya prides itself on our promise, ‘Travel is easy with us’! And we make arranging travel easy by the providing the fastest and smoothest Travel Technology and Customer Support. We welcome a prospective team member who can help drive our vision forward.

We are currently seeking our new Senior Reservation & Ticketing Operations Manager and in this role you are responsible for overseeing the strategic and operational aspects of our Reservation and Ticketing and Retail departments, ensuring a seamless customer experience and efficient job processes.

You are responsible for optimizing customer experience, ensuring smooth shift execution, efficient resource allocation, service level adherence, and real-time issue resolution in case of escalations.

As a Senior Reservation & Ticketing Operations Manager, you are focussed on strong leadership in service excellence, sales growth, sales opportunities, workflow optimization and staff management while maintaining high standards of accuracy, compliance and customer satisfaction. This means you are required to ;

• Ensure there are sufficient resources allocated at any time of our operating hours and that the correct priorities are pursued. 

• Ensure all incoming inquiries are monitored with the aim of ensuring rapid acknowledgement of the customers request and the management of the customers expectations in terms of the resolution time we can offer.

• Optimize our efficiency and effectiveness by prioritizing and delegating to your department urgent inquiries over less time sensitive inquiries based on the (managed) expectations of our customer.

Additionally, you will be part of the Flymya Leadership team and will be part of the team working in cross-functional coordination to ensure we achieve the company’s objectives. 

Key Responsibilities:

Sales & Customer Service Operation:

• Supervise and coach a team of sales and customer service agents to achieve the delivery of personalized, high-quality customer service across all communication channels (social media, phone, email, live chat, walk-ins).

• Monitor Department KPIs (Effectiveness & Quality) and intervene as needed to achieve benchmark

  • Ensure all staff adhere to SOPs and meet performance KPIs by monitoring inquiry response times and sales conversion metrics (offline, website, lead).

  • Conduct regular performance reviews, provide feedback, and identify training needs.

  • Ensure strict adherence to airline rules and regulations (e.g., MAI, MNA), GDS procedures, and internal Standard Operating Procedures (SOPs).

• Handle escalated customer issues and ensure timely resolutions

• Maintain shift rosters, leave schedules, and ensure adequate coverage during peak periods.

• Foster a customer-centric culture within the team, emphasizing attentiveness, responsiveness, reliability, and professionalism.

Strategic Liaison & Communication:

• Initiate communications and negotiations with the Strategic Team on the actions and resources needed to achieve the companies Strategic Goals

• Lead the internal communication with internal (and external) stakeholders and foster a positive, collaborative, and supportive team environment.

• Lead the collaboration with the IT/Tech team to identify system enhancements or automation opportunities that improve operational flow and agent productivity.

Skills & Experience:

• Minimum ( 8 ) years in customer service or sales, with at least 4 years in a supervisory or managerial role.

• Experience overseeing multi-functional teams (sales, service, ops)

• Ability to maintain high service standards and customer satisfaction

• Excellent communication, problem-solving, and customer service skills

• Strong interpersonal and crisis management skills

• Comfortable with shift work, fast decision-making, and people leadership

• Experience in travel, aviation, or ticketing industry is a strong plus

  • Proficiency in GDS/CRS platforms (e.g., Amadeus, Sabre, Galileo) and CRM tools.

  • Strong understanding of airline ticketing, fare rules, and IATA regulations.

Performance Metrics (Example KPIs):

Department process innovation

• Identification of inefficiencies and co-developing (IT) solutions to increase department efficiency

Department overall Effectiveness

• Offline Inquiry Conversion %

• Website Inquiry Conversion %

• Website Lead Conversion %

Department overall Customer Service Quality

• Customer Answered Call waiting time

• Customer Abandoned Call waiting time

• Customer Inquiry Message first response time

Department Staff Performance

• Sales and After Sales Volume

• Customer Service Volume and Quality

  • Phone handling- Incoming & Outgoing calls

  • Offline inquiry handling - Incoming & Outgoing messages/chats/emails

  • Customer Satisfaction Scores