Contact Center Manager

8 - 12 years

0 Lacs

Posted:1 day ago| Platform: Shine logo

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Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: As a Contact Centre Manager at dnata, your main responsibility will be to develop and deliver the end-to-end contact centre strategy, development, and inspiration to ensure world-class operations in a resourceful manner. You will drive the achievement of both centre-wide and individual objectives, focusing on high performance, customer satisfaction, and operational excellence. Key Responsibilities: - Develop and deliver the contact centre strategy to achieve business, service, and revenue objectives. - Lead, motivate, and develop teams to drive high performance, engagement, and customer satisfaction. - Manage budgets effectively, ensuring financial discipline and alignment with strategic priorities. - Analyse operational data to identify trends and implement initiatives that improve sales, service, and quality. - Forecast and secure workforce requirements through proactive recruitment and resource planning. - Optimise processes and systems to maximise efficiency and operational effectiveness. - Represent the Emirates Group brand, share best practices across the global network, and champion innovation to enhance sales, service, and employee experience. Qualifications Required: - Bachelor's degree and 8+ years of experience in Airline Sales and Contact Centre experience. - Strong people management and leadership skills, with a proven ability to lead teams in a multi-cultural environment. - Solid knowledge of contact centre operations, with a working understanding of airline industry procedures and methodologies. - Excellent communication, negotiation, and influencing skills to engage effectively at all levels. - Skilled in selection, assessment, and talent management processes.,

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