Job Description

To manage the performance and delivery of a team of Contact Centre agents. Responsible for coaching, motivating and achieving team & individual targets including compliance with set standards and procedures to optimize guest satisfaction and achieve revenue and customer service targets.

JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREA

• Coach, develop, and manage the performance of a team of agents within the contact centre to achieve revenue and customer service targets in support of our overall departmental targets.
• Ensure that team and individual agent performance is at the required standard and maximise the productivity of each individual member. Conduct monthly performance management reviews (one to one’s) ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management
• Monitor team compliance to set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, etc.) for inbound calls and back office across all markets/functions in order to ensure guest confidence, satisfaction and loyalty.
• Conduct regular team briefings to ensure team members are kept up to date on EY products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance self and team’s technical skills
• Ensure that all guest complaints or queries received either directly via escalation or from other departments are objectively investigated and are responded to in a timely manner and where appropriate, recommend or personally take corrective action.
• Ensure you and your team maintain data protection and confidentiality for both Etihad and guests.
• Liaise with other internal contact centre teams (e.g. Operations, People support, Quality etc.) regarding issues/areas of common interest.
• Liaise with other departments in the company (e.g. CRC, airports, E-commerce, pricing) on adhoc basis to ensure smooth functioning of all processes

Qualifications & Experience

• Qualification & Education: Graduate/University education or equivalent is required.
• Experience: Post holder must have a minimum of 3-4 years’ experience in contact centre operations with at least 2 years in airline reservation and ticketing in a supervisory or managerial role. Experience working in multi-cultural workplace with a team oriented approach.
• Training & Knowledge: Proficiency in contact centre technologies; workforce applications, reporting, quality and monitoring tools, GDS knowledge, Thorough knowledge of contact centre operations
• Excellent written and verbal communication skills. Fluent in English – Arabic is an advantage
• 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

• Communication
• Airlines
• Reservations