Ensure smooth running of the contact centre operation by implementing best practise policies and procedures within the contact centre and lead the contact centre team to achieve individual, contact centre and network objectives
Coach, manage, develop and motivate direct reporting Team Leaders and Business Support Operations Officers. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.
Analyse email and service quality data to determine operational trends and provide solutions to improve process, service and quality.
Ensure regular reports on productivity, service and quality performance against targets are shared with all business support employees.
Continually review internal systems, procedures and processes to ensure resource and operational efficiency
Degree or Honours (12+3 or equivalent)
5+ yrs customer service and contact centre experience.
Coaching and people development.
Working knowledge of contact centre and airline industry procedures and methodology.
Ability to communicate, negotiate and influence effectively.
Selection skills training.
PC based skills to operate Windows package such as Microsoft Word/ Excel/ E-mail.
Good command of the English language is essential.