Job Description 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.