Minimum requirements
1. 5-8 years of experience working in leading call centre.
2. Well versed with Airlines terminology.
3. Very good command over communication language (English and one or two local language)
4. Evaluate staff effectiveness and performance annually or on an at-need basis.
5. Hire, onboard and train call centre personnel on Inbound/Outbound Process, CRS system
6. Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated, and maximise efficiency and customer satisfaction.
7. Develop monthly, quarterly and annual call centre goals and action plans.
8. Answering representatives questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
9. Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
10. Manage and monitor all activities of a call centre on a daily basis.
Key Responsibilities
1. Recruit, train, and supervise call centre staff.
2. Monitor performance and conduct regular evaluations to ensure high service standards.
3. Provide coaching, mentoring, and professional development opportunities for team members.
4. Oversee the day-to-day operations of the call centre, ensuring smooth and efficient functioning.
5. Develop and implement operational policies and procedures to improve service delivery.
6. Manage call centre schedules, ensuring adequate staffing levels to meet demand.
7. Ensure the delivery of excellent customer service by setting high standards and expectations.
8. Handle escalated customer issues and complaints, providing timely and effective resolutions.
9. Monitor call quality and customer interactions to maintain service standards.
10. Track and Analyze call centre performance metrics, such as call volume, response time, and customer satisfaction.
11. Prepare regular reports on call centre performance for senior management.
12. Use data analysis to identify trends and areas for improvement.
13. Identify opportunities to streamline call centre processes and enhance efficiency.
14. Implement best practices and new technologies to improve call centre operations.
15. Collaborate with other departments to ensure seamless service and support.
16. Develop and manage the call centre budget, ensuring cost-effective operations.
17. Monitor expenses and implement cost-saving measures as needed.
18. Oversee the implementation and maintenance of call centre technology and systems.
19. Ensure the call centre is equipped with the necessary tools and resources to operate effectively.
20. Stay updated with the latest technology trends and advancements in call centre operations.
21. Ensure compliance with airline policies, industry regulations, and legal requirements.
22. Develop and maintain quality assurance programs to uphold service standards.
23. Conduct regular audits and assessments to ensure compliance and quality.
24. Liaise with other departments, such as IT, HR, Revenue, Operations, Airports and Marketing, to support call centre operations.
25. Communicate effectively with senior management, providing updates and insights on call centre performance.
26. Foster positive relationships with external partners and vendors.
27. Develop and implement contingency plans for call centre operations during emergencies or disruptions.
28. Ensure the call centre can handle high call volumes during peak times or crisis situations.