Job Description

About the role: 

We are recruiting for Manager Customer Contact Centre to be based in Ahmedabad, India.

The successful applicant will be responsible for the daily running and management of the Contact Centre through the effective planning and utilization of resources. You will be responsible for achieving all Contact Centre KPI’s in areas as outlined in Contact Centre KPI scorecard. You will provide leadership and guidance to all staff, in order to create and maintain a working environment of commitment and passion for excellent customer service, consistent with the QR 5-star brand.

Your specific responsibilities include:

Operational:

• Continuously seek to identify cost efficiencies through greater staff productivity, economies of scale and improved performance.
• Develop and if required implement business continuity measures to ensure on-going service delivery to all markets and all products.
• Ensure adequate staffing with qualified resources to deliver customer contact services in accordance with defined KPI’s.
• Ensure full functionality of all operational systems and work closely with Corporate and local IT to safeguard against outages and disruptions.
• Providing direction to local direct reports to ensure roles and responsibilities are transparent and KPI’s are achieved.
• Maintain close relationships with stakeholders and especially with Country Managers to ensure that sale ability of QR product is maximized.
• Work closely with central CCC department in DOH to analyse operational and qualitative performance and make recommendations based on local observations and findings on how to consistently improve service delivery.
• Address sub-standard performance immediately and establish agreed corrective measures, which are to be recorded and signed off in all cases.
• Provide CCC HO Management with regular reports and updates on a monthly basis or ad-hoc if required.
• Apply appropriate disciplinary action in cases of non-compliance and repetitive sub-standard behavior or performance.
• Identify opportunity to maximize workforce utilization and reduce shrinkage to improve productivity.
• Reduce unit costs as agreed in annual performance reviews.
• Monitor Contact Centre performance on a daily basis and implement corrective measured if required.
• Develop annual expenditure budget and ensure adherence to approved budget.
• Perform other department duties related to his/her position as directed by the Head of the Department.

Management & Leadership:

• Establish the department or teams’ objectives and priorities to align with and support business objectives.
• Regularly evaluate the department or teams’ objectives, plans, procedures and practices and makes appropriate changes if needed.
• Oversee and supervise employees. Direct daily activities, recruit, train , develop and discipline to ensure a high standard of service delivery.
• Train and develop other employees, to ensure succession planning is in place.

Be part of an extraordinary story:

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.

Together, everything is possible

About you:

The successful candidate will have:
 

• Bachelor’s level or equivalent with minimum 7 years of job-related experience
• Contact Centre Management experience
• Expert - with minimum 7 years of strong job-related experience required
• Managed Airline Contact Centre
• Excellent written and spoken English
• Expert in Multiple stakeholder management
• Must be flexible to work, including working frequently for extended hours
• Self-motivated and highly organized
• Strong mentoring and coaching skills
• Excellent organizational and planning skills
• Strong decision-making and problem-solving skills
• Ability to foster teamwork among team members

Skills Required

• Customer Service
• Management