Job Description

To manage the business unit performance in terms of productivity, sales and service levels through on-going development and leadership of the team in line with all Company policies and procedures and industry best practices.

JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREA

• Plan and priorities business objectives to meet and exceed business targets within the defined timelines vis-à-vis the needs of customers in both domestic and international markets for Customer Service.
• Recruit, develop and manage team members’ performance.
• Drive customer centricity as an integral part of the performance behaviour in the workplace. Define and implement procedures that support the highest level of customer service standards to encourage loyalty and promote customer satisfaction.
• Ensure timely communication of any procedural changes to the team.
• Monitor performance gaps, identify trends and manage performance in liaison with other sections within Contact Centre (Quality & Communications, Work Force Management, Human Resources etc.) and/or with other departments.
• Plan, develop and implement new initiatives in sales, service and employee satisfaction in order to achieve Contact Centre revenue, quality and employee satisfaction and attrition targets.
• Analyse call and revenue data to determine operational trends and provide and implement recommendations and solutions to increase sales, service and quality.
• Communicate regular reports to all Contact Centre employees on the overall performance of the Contact Centre against targets, ensuring understanding and timely corrective action where required.
• Prepare, present and submit periodic performance reports to both internal and external (client) stakeholders and regularly communicate with our global network to share knowledge, ideas and best practice.
• Maintain data protection and confidentiality for both staff and customers.
• Support Adhoc projects when needed and Liaise with other departments as required.
• Ensure departmental adherence company regulatory requirements such as data protection, data privacy, PCI compliance etc..

Qualifications & Experience

• Qualification & Education: Degree level education is preferred, ideally with MBA or operations management certifications or 6 years of relevant work experience
• Experience: Post holder must have a minimum of 5 years’ experience in Contact Centre Operations with at least 2 years leading teams airline reservation and ticketing with responsibility for 100+ staff.
• Training & Knowledge: Thorough knowledge of contact centre operations. Proficiency in contact centre technologies; workforce applications, reporting, quality and monitoring tools, GDS knowledge
• Excellent written and verbal communication skills
• Fluent in English
• High computer literacy

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

• Management
• Reservations
• Ticketing