Service Operations Leader
6 days ago
The Guest Service Director will lead, manage and administer the Member Service Operations, Data Processing Unit and the Service Performance & Quality teams in their role to deliver high quality service to members of Etihad Guest programme.
Key Responsibilities:- Lead and manage the team's day-to-day functions.
- Manage operations at Etihad Guest Member Service Team, responsible for interactions with Etihad Guest members.
- Implement and control work by the outsourced contact centre.
- Ensure knowledge level of the programme and quality of service offered.
- Handle escalated cases.
- Weekly and monthly reports on volumes, SLAs and quality.
The ideal candidate should have a Bachelor's degree and a minimum 5 years of experience, including 3 years' experience managing a team in call centre, preferable within the airline industry. They should also have excellent knowledge of ticketing and reservations systems used in Etihad Airways (Amadeus) and customer management skills.
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