Hiring Company
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Emirates Airline Group
Emirates Airline Group is One of the World’s Fastest growing airlines; Based in Dubai,
Emirates connects people all over
the world to a network of over 150 destinations.
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Vacant Post
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Operation Manager
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Post Date
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17-Dec-2018
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Last Date
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18-March-2019
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Location:
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Location is in Clark, Pampanga.
Philippines
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Job Type
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Management
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Salary & Benefits
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Attractive Salary package and Great Benefits awaits SUCCESSFUL
applicants.
Relocation Allowance and Accommodation is provided if you are residing
outside of Pampanga.
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Apply Method
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Description of Job
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JOB
PURPOSE
Manage
and monitor smooth running of the data Contact Center operation by
implementing best practice policies and procedures within the Contact Center,
and lead the Contact Center team to achieve individual, contact center and
network wide objectives.
- Manage
the daily operations of the data Contact Center to ensure that the
objectives are consistently met.
- Coach,
manage, develop and motivate direct reporting Team Leaders. Conduct regular performance reviews
ensuring that objectives and development plans are clearly set out and
provide regular feedback to team members and to management.
- 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 center employees on the sales, service and
quality performance of the Contact Center against targets, ensuring
understanding
- Continually
review internal systems, procedures and processes to ensure resource and
operational efficiency, and recommend and implement relevant changes.
- Plan,
develop and implement new programs in sales, service and employee
satisfaction initiatives in order to achieve Contact Center revenue, quality
and employee satisfaction and attrition targets.
- Collaborate
with training to implement development initiatives. Ensure training programs
are delivered and result in demonstrable changes, and feedback is provided on
program success.
- Regularly
communicate with the data Dubai Office to share knowledge, ideas and best practice.
- Interpret
information received from data senior management and communicate to the
operations teams, thereby ensuring that up to date information on products
and services is always available.
- Develop
implement and provide guidance and advice on contingency plans and processes.
Work with Contact Center team to ensure guidelines for urgent and unexpected
situations are fit for purpose and effective.
QUALIFICATIONS
& EXPERIENCE
- Degree
or Honours (12+3 or equivalent).
- Minimum
of 5 years Contact Center experience with in depth, demonstrable supervisory
experience.
- Coaching
and people development.
- Working
knowledge of contact center and airline industry procedures and methodology.
- Excellent
knowledge of fares and ticketing courses.
- Ability
to communicate, negotiate and influence effectively.
- Selection
skills training.
- PC
based skills to operate Windows package such as Microsoft
Word/Excel/Outlook/Power point
- Customer
Service orientation
- Leadership
- Initiative
and Commitment to Achieve
- Influence
and Negotiation
- Organizing
for Results
- Attention
to Detail and Quality.
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