Job Description

• Lead a best in class operation for our 24/7 premium airline outsourced Contact Centre operation with 250+ seats
• Achieve and exceed agreed revenue, productivity and service level metrics through leadership and oversight of people, processes and technology
• Design and implement a scalable operating rhythm and structure that delivers consistent customer outcomes, talent attraction and retention through the development of your local leadership team and the department
• Be the key stakeholder for our outsourced operations in India in liaising with internal & external business partners

1. 0. JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS

• Plan and prioritise business objectives to meet targets within defined timelines in both domestic and international markets for voice and non-voice customer service processes (front & back office)
• Recruit, develop and manage team members’ performance
• Drive customer centricity as an integral part of performance behavior in the workplace. Define and implement procedures that support the highest levels of customer service standards to encourage loyalty, drive sales and promote customer satisfaction
• Ensure timely communication of any procedural changes to the team
• Monitor performance gaps, identify trends and manage performance in partnership with wider dnata Shared Services support functions
• Manage on-going relationships with key Airline stakeholders to better understand their business requirements, develop solutions to drive performance and position the department for future growth
• Reduce overall cost through development of current and new revenue streams alongside using a deep understanding of operational requirements to deliver tactical and strategic sales & cost saving initiatives.
• Develop and implement on-going process improvement activities.
• Lead market intelligence studies and ongoing research and development to identify market trends and ensure alignment with industry best practices
• Prepare and submit periodic performance reports to Manager Global Contact Centre and key stakeholders
• Support ad hoc projects as required

1. ROLE SPECIFICS

• Financial:- P&L oversight & delivery of revenue expectations for the site
• Oversee monthly governance on site costs
• People:- Delivery of right size & shape operations, ratio aligned
• Attrition management and retention through people engagement initiatives
• Oversight of HR policies and procedures
• Regular mapping and development plans for future growth and internal promotions in partnership with Human Resources
• Ensure adherence to standard performance management frameworks and governance at all levels
• Operations:- Delivery of specific operational KPIs against all contractual targets (Sales, Service, productivity & Customer Experience)
• Ensure robust performance management frameworks are applied consistently to manage and measure delivery
• Showcase site capability to internal and external business partners through timely and detailed stakeholder updates
• Facility & Technology- Ensure all applicable dnata global safety protocols are in place. Ensure COVID 19 specific local measures are enforced
• Maintain relationships with external providers
• Oversight of key technology items, including: local incident management, procurement of equipment & site uptime

1. OPERATING ENVIRONMENT

• Operates within a fast moving environment with high delivery expectation. Requires 24/7 availability for critical business issues as the focal point for our dnata India Shared Service Operations.

1. KEY COMPETENCIES

• Leadership
• Problem Solving and Decision Making
• Influence and Negotiation
• Adaptability and Innovation
• Strategic Thinking
• Business Awareness

Qualifications & Experience

• University graduate in a business discipline with 10 years’ experience in working with high volume, high complexity, multi-channel contact center operations
• Leadership responsibility at a mid to senior level, handling 150+ FTE
• Strong general management and leadership skills, along with a well-developed sense of commercial acumen
• Fluency in both written and spoken English
• Excellent people management skills, with highly effective communication and negotiation skills
• Must have proven track record of strategic planning and budget and delivery
• Previous experience / awareness of India market and airline and travel industries.
• Airline reservations & ticketing experience
• Senior leadership BPO experience with P&L responsibility
• Training & Knowledge:
• Proficiency in contact center technologies; workforce applications, reporting, quality and monitoring tools
• Thorough knowledge of contact center operations
• Excellent written and verbal communication skills
• Fluent in English
• High computer literacy

Salary & Benefits

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Skills Required

• Communication
• Management