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Contact Centre Manager, Dnata Travel
7 months ago
Job Purpose: At dnata Travel Group Contact Centres, we are proud to support our customers as a leading, award-winning travel services provider. We deliver expertise in all aspects of the travel industry from online travel agencies, local agencies, global travel consolidators, corporate travel and DMCs through to airline representation services.
As the Contact Centre Manager, you will be responsible for developing and implementing the contact centre strategy and lead the contact centre via continuous motivation, development and inspiration to achieve all centre and individual objectives.
In this role, you will:
- Develop and implement the contact centre strategy and lead the contact centre via continuous motivation, development and inspiration to achieve all centre and individual objectives.
- Prepare, request and manage budget in line with contact centre strategy. Continually monitor expenditure to ensure actual costs do not exceed submitted budget forecast.
- Coach, manage, develop and motivate direct reporting employees. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.
- Analyse call and revenue data to determine operational trends and provide solutions to increase sales, service and quality in order to achieve and exceed contact centre and network revenue, service and quality targets.
- Forecast resource requirements and ensure that recruitment campaigns are carried out to ensure that sufficient resources are in place to achieve agreed contact centre service, sales and quality targets.
- Continually review internal systems, procedures and processes to ensure resource and operational efficiency.
- Liaise with country management, EGHQ and Emirates network of contact centres and reservation offices to continually review and challenge processes to ensure effective and fit for purpose and to share knowledge, best ideas and best practice.
- Research, promote and implement new program, sales, service and employee satisfaction initiatives
- Benchmark contact centre against other airline and contact centre industry standards and make recommendations in anticipation of industry developments.
- Raise profile of Emirates Group brand and services by proactively attending industry events and working with Commercial Sales to promote Emirates network wide.
Qualifications & Experience: To be considered for this role, you must meet the below requirements:
- Bachelor's degree with at least 8 years' experience in a customer service and contact centre environment
- At least 5 years' experience in a leadership or managerial role
- Strong people, team management and leadership skills preferably in a multi-cultural environment
- Working knowledge of contact centre and airline industry procedures and methodology
- Ability to communicate, negotiate and influence effectively
**Recruitment Process and Timeline**
Salary & Benefits: Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more.
