Posted:1 week ago|
Platform:
Work from Office
Full Time
Develop and implement the business strategy and related policies (35 year time scales)
for the Contact Centre and ensure it meets its objectives in relation to agreed
revenue generation, customer service levels, resourcing, efficiency levels, and
standards. To develop, implement, and manage the strategy for the successful delivery of target
revenue/performance. This includes planning and managing new revenue opportunities,
e.g., telemarketing. Ensure sufficient staffing levels, and that rosters are planned and prepared to cover operations, bearing in mind language requirements, peak periods, etc. Communicate all relevant product information to staff, ensuring they fully understand the product in order to provide prompt and efficient customer service and maximize sales opportunities. Also, identify cross-selling opportunities between the various sections, Keep abreast of relevant industry technology and process developments necessary to satisfy customer expectations and make appropriate recommendations. Constantly review operational processes, SLAs, and manuals, and look for continuous improvement opportunities. Aim to make the Contact Centre a ONE-STOP-SHOP service for the organization. Responsible for recruiting, training, motivating, conducting performance reviews, and supporting the continuous development of all Contact Centre staff.
Budgetary responsibilities monitor actual costs and ensure they remain within the expenditure provisions of the approved budget.
Degree or Honors (12+3 or equivalent) must, Minimum 8+ years in Customer Service / Call Centre roles, need candidates only from an Aviation or global travel industry-mandatory, Should include managerial experience in a large, diverse Contact Centre, Experience in airline reservation/ticketing is advantageous. Proficiency in Loyalty Programs, travel management, airline Contact Centers, or service management companies, Fully competent in both mechanized and manual reservations
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