Job Description

Manage a large scale customer contact reservations centre by providing exceptional service employee satisfaction and motivation. Responsible for receiving interactions across multiple channels and servicing customers across broad geographical areas on a 24/7 basis. Meet demanding direct sales revenue targets. Implement the Emirates global contact centre strategy and lead and manage the Emirates global contact centre to ensure customer service, revenue and quality objectives are achieved and exceeded.

JOB ACCOUNTABILITIES

• Manage the implementation of the international contact centre strategy through continuous staff motivation, development and inspiration to achieve all commercial, network, centre and individual objectives in the areas of direct sales revenues, quality and cost management. Promote and implement new sales, service and employee satisfaction initiatives and programs to ensure consistency of service delivery to direct consumers and travel trade partners.
• Develop and motivate a team of operational managers through leadership and guidance to establish a system to coach and motivate a complex team of over 300 direct and indirect reporting employees. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and communicated. Provide regular feedback to team members and management.
• Take direct responsibility for the Emirates customer experience and manage the contact centre’s performance to ensure all customer transactions and touch points are delivered with the highest level of service in the language that is appropriate to the customer segment and sales channels that the centre is serving or supporting. Ensure customer experience is delivered consistently as defined by global CC standards and programs and identify areas of customer dissatisfaction and recommend solutions.
• Prepare, request and manage budget in line with the network strategy. Continually monitor expenditure to ensure actual costs do not exceed submitted budget forecast.
• Implement people development and team culture initiatives. Work closely with R&CC, HR and Learning and Development to identify training and development opportunities in a complex environment within own centre and across the network. Ensure staff are trained and developed to meet the customer call mix. Have a healthy mixture of skills to ensure customer demands are met.
• Collaborate with the respective R&CC and be accountable for delivering agreed KPIs for international interaction flows to the contact centre. Manage channel flow from multiple stations both within own and cross continental markets so as to support and reduce network cost per call and improve service levels. Be responsible for service levels of stations that interactions are routed from.
• Manage interaction demand from multiple stations both within own and cross continental markets so as to ensure network cost per call and service levels are controlled. Ensure staff are trained and prepared to take customer queries from other regions. Liaise closely with managers of other stations to ensure consistent service to our customers. Responsible for call service levels of stations that calls are routed from and deliver multi-channel support.
• Ensure that recruitment campaigns are carried out to meet volume demands to achieve agreed contact centre service, sales and quality targets.
• Liaise with country management, EGHQ and Emirates network of contact centers and reservation offices to continually review and challenge processes to ensure effective and fit for purpose and standardized across the network and to share knowledge, best ideas and best practice. Continually review internal systems, procedures and processes to ensure resource and operational efficiency.
• Raise profile of Emirates Group brand and services by proactively attending industry events and working with Commercial Sales to promote Emirates network and products worldwide. Benchmark contact centre against other airline and contact centre industry standards and make recommendations in anticipation of industry developments with particular emphasis on technology and customer service processes. Maintain awareness of local industry regulations and trends.

Qualifications & Experience

• Educated to at least a degree level standard
• 10+ years of senior level airline OR contact centre experience
• Strong people, team management and leadership skills preferably in a multi-cultural environment.
• Should have working knowledge in Loyalty Programs, travel management, airline call centre or service management Company.

Knowledge/skills:

PC based skills to operate Windows package such as Microsoft Word/ Excel/ E-mail.

The candidate should have thorough understanding of loyalty programs, travel management or management of large service providers. Competency in airline reservations procedures is preferred. Must have proven contact centre sales experience in multi national contact centers or solution providers. Comprehensive understanding of the processes, procedures and systems that are mandatory to move the contact centre to world class operations is mandatory.

NOTE :

Must have the right to work and live in India. The Company will not provide or assist with obtaining work permits

Salary & Benefits

Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays. Find out more about working with us in our website www.emirates.com/careers

Skills Required

• Airlines
• Microsoft Office
• Microsoft Excel