Business Goal:
The business goal of a Ticket Operations Supervisor in a tourism company is to ensure efficient ticketing operations, maximize customer satisfaction, drive revenue growth, develop and lead a high-performing team, and maintain compliance and quality standards.
KPI:
1) Ticketing Accuracy: [Percentage of error-free ticket issuances, ensuring minimal mistakes in passenger details, flight information, and fares.}
2) Ticketing Efficiency: [Average time taken to process and issue tickets]
3) Customer Satisfaction: [Measurement of customer feedback and ratings]
4) Revenue Generation: [Total ticket sales revenue or average revenue per ticket]
5) Team Performance: [metrics such as tickets processed per hour or per day].
6) Compliance Adherence: [Percentage of compliance by company & industry]
7) Service Level Agreement (SLA) Compliance: [ticketing turnaround time, accuracy, and customer service]
8) Cost Optimization: [reducing ticketing-related expenses, Amount Reduced]
9) Process Improvement: [Number of identified process improvements]
Job Summary:
The Air Ticket Operations Supervisor oversees ticketing processes, ensuring accuracy, efficiency, and customer satisfaction. They lead a team, manage ticketing operations, and drive revenue growth in a tourism company.
Daily/Weekly/Monthly Job Role:
Daily
Reviewing and approving ticket issuances, verifying accuracy of passenger information, flight details, and fares.
Assisting team members in handling complex ticketing cases or customer inquiries.
Addressing customer complaints or escalations related to ticketing matters.
Analyzing ticketing data and generating reports on key metrics, such as Gross profitability, Cost optimization and customer satisfaction following by SLA.
Monitoring ticketing systems, resolving any technical issues or errors promptly.
Weekly
Planning and coordinating ticketing operations for the upcoming week, considering flight schedules, staffing needs, and workload distribution.
Conducting team meetings to communicate goals, priorities, and any updates or changes in ticketing processes.
Providing ongoing training and support to the ticketing team, ensuring they are equipped with the necessary skills and knowledge.
Conducting quality checks on ticket issuances, ensuring accuracy and compliance with company policies and industry regulations.
Evaluating team performance, providing feedback, and recognizing achievements or areas of improvement. [Dashboard]
Monthly
Reviewing and analyzing ticketing performance for the month, including ticket sales, revenue, and customer satisfaction metrics.
Collaborating with the finance department to reconcile ticketing transactions, resolve any discrepancies, and ensure accurate financial reporting.
Participating in strategic planning sessions to contribute insights and recommendations for enhancing ticketing operations.
Identifying training needs within the ticketing team and coordinating training sessions or workshops to address those needs.
Conducting meetings with key stakeholders, such as airlines or travel agencies, to discuss partnership opportunities, negotiate contracts, or address any operational issues.
Reviewing and updating ticketing systems, processes, and documentation to optimize efficiency and accuracy.
Generating reports and presenting performance updates to senior management, highlighting achievements, challenges, and proposed strategies for improvement.
Quarterly
Conducting a comprehensive review of ticketing operations performance for the previous quarter, analyzing key metrics such as sales volume, revenue, and customer satisfaction.
Collaborating with the sales and marketing teams to develop and implement promotional campaigns or strategies to boost ticket sales during peak seasons or target specific customer segments.
Participating in industry conferences or networking events to stay updated on the latest trends, technologies, and best practices in ticketing operations.
Evaluating the effectiveness of existing ticketing systems, tools, and processes, and identifying opportunities for optimization or automation.
Annually
Developing and executing the annual ticketing operations budget, ensuring proper allocation of resources for optimal performance.
Conducting a comprehensive review of ticketing policies and procedures, updating them as necessary to comply with industry regulations and enhance operational efficiency.
Monitoring industry trends and market dynamics, conducting market research and competitor analysis to identify opportunities for innovation and improvement in ticketing operations.
Participating in strategic planning sessions to contribute insights and recommendations for the overall business strategy, specifically related to ticketing operations.
Education
High School Diploma, Bachelor Degree or Similar Years of industry experience
Experience
A minimum of 5 years experience in Travel companies adopted technology.
Experience in working across layers of organizations
Experience in work with a cross - functional teams.
Experience in work in organization adopted tech and digitalization of process.
T-Skills
Strong time management and organizational abilities
Capacity understand the holistic view of the organization in scope
Excellent communication and interpersonal skills
Leadership and teamwork.
Problem solving skills.
Communication tools
Zoom, Teams, Gmail (Google Workspace), Slack
Productivity Tools
Zoho Inventory, Sabre, Amadeus, Travelport, Order Management System (OMS) back office / mid office.
Tracking and Analytics:
Google data studio, Data studio, MS Excel, Gdrive, BI Tool (Prefer)
Job Type: Full-time
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