Assistant Manager Airline Contact Centre

Job Title

Industry

Location

Job Type

Experience

Responsibilities:

• Service Delivery – Will be stationed at vendor location and need to effectively manage day-to-day metrics to the highest standard of customer obsession, and participate in project and change management, including new implementations.
• Risk and Control – Ensure vendor compliance with standards set by Airlines
• Stakeholder Management – Build and manage strong, trusted vendor and stakeholder relationships across different levels of the organization.
• Foster an inspiring team environment characterized by open communication and collaboration.
• Set clear and achievable team goals.
• Delegate tasks and establish deadlines for timely completion.
• Oversee day-to-day operations and ensure smooth functioning.
• Monitor team performance and provide regular reports on metrics.
• Motivate team members to excel and achieve targets.
• Identify training needs and provide coaching and guidance.
• Actively listen to team members' feedback and address any issues or conflicts that arise.
• Recognize high performance and reward accomplishments.
• Encourage creativity and a willingness to take risks.
• Organize team building activities to strengthen bonds and enhance morale.
• Maintain a strong focus on customer and client satisfaction.
• Interact with customers on a regular basis.
• Demonstrate a strong team player mentality and exhibit enthusiasm for the job.
• Conduct call listening sessions, perform call calibrations, and provide developmental feedback to associates.

Skillset

• Minimum Graduate
• At least 7-9 years of experience in customer service operations – travel/reservation/ticketing experience is mandatory
• GDS Amadeus experience is mandate.
• Excellent Communication and Leadership Skills
• Organizational and time-management skills
• In-depth knowledge of performance metrics
• Decision-making and analytical skills.
• Customer Focus Withstanding Pressure
• Performance management – drive continuous improvement in agent performance.
• Should be flexible with a 24/7 working environment.