CONTACT CENTRE TEAM LEADER

3 weeks ago

Dubai, United Arab Emirates Precision Hire Solution Full time

Job Purpose: Coach develop andmotivate a team of Customer Sales and Services Agents and SeniorCustomer Sales and Services Agent to achieve individual and contactcentre targets and objectives. Assist the Manager in drivingimproved overall performance in the department.

Job Outline:

  • Coachdevelop and motivate a team of agents within the contact centre.(Sales telephone handling techniques system operation and productknowledge).
  • Manage the day to day operationsof the team and ensure that all customers are provided withexcellent customer service.
  • Ensure that salespolicies and contact centre procedures including the use ofreservations sales systems are clearly understood applied andadhered to by the team. Conduct regular team briefings to ensurethat the team is aware of new products policies and procedures asand when they are introduced.
  • Monitor thediscipline grooming and conduct of the team.
  • Ensure that team and individual agentperformance is at the required standard and maximise theproductivity of each individual member. Conduct regular performancemanagement reviews ensuring that objectives and development plansare clearly set out and provide regular feedback to team membersand management.
  • Ensure that all customercomplaints received are objectively investigated and liaise withteam members internal teams and management to recommendremedial/corrective action.
  • Provide necessaryon job instructions and training to staff and new joiners andregularly conduct briefings to update the team on necessaryoperational changes. Delegate tasks based on ability of the staffensuring whenever possible a fair and even distribution of workamong the team.
  • Through coaching and qualitymonitoring identify team and individual training needs andrecommend appropriate training programs. Ensure that the trainingdelivered to the team is put into effect and feedback given on theprogram success.
  • Measure employee satisfactionand recommend initiatives toincrease

Qualifications& Experience: Customer Service.Call Centre : 3 Years

Vocational or Diploma (122 or equivalent) :

Experience Minimum 3 years airline sales andcontact centre experience. Coaching and people development.Knowledge/skills Working knowledge of contact centre and airlineindustry procedures and methodology. Standard Fares and Ticketingcourses Skywards and MARS reservations systems. Excellentinterpersonal telephone and customer service skills. Ability towork in a busy sales team environment. Selection skills training.PC based skills to operate Windows package such as Microsoft Word/Excel/ Email. SkyCargo: Knowledge of cargo tariffs IATA regulationsSkyCargo systems policies & procedures import and exportrules and regulations. Trained in dangerous goods acceptance& live animal regulations. Other languages besides EnglishArabic


Salary & Benefits:Join us in a management role and enjoy an attractive taxfreesalary. On top of our generous travel benefits including discountedflights and hotel stays around the world this managerial role alsohas an excellent leave and healthcare package. Thats on top oftransport benefits life insurance and more.This job has beensourced from an external job board.
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