Emirates Careers | Contact Centre Team Lead Jobs in Dubai

4 weeks ago


dubai, United Arab Emirates Emirates Group Full time
For More Top Organization JobsClick HereDescription:
Coach, develop and motivate a team of Customer Sales and Services Agents and Senior Customer Sales and Services Agent to achieve individual and contact centre targets and objectives. Assist the Manager in driving improved overall performance in the department.Job Responsibilities:
Coach, develop, and motivate a team of agents within the contact centre. (sales, telephone handling techniques, system operation and product knowledge).Manage the day to day operations of the team and ensure that all customers are provided with excellent customer service.Monitor the discipline, grooming and conduct of the team.Ensure that team and individual agent performance is at the required standard and maximise the productivity of each individual member.Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.
Job Requirements:
Minimum 3 years airline sales and contact centre experience.Coaching and people development.Working knowledge of contact centre and airline industry procedures and methodology.Standard Fares and Ticketing courses, Skywards and MARS reservations systems.Excellent interpersonal, telephone and customer service skills.Ability to work in a busy sales team environment. Selection skills training.PC based skills to operate Windows package such as Microsoft Word/ Excel/ E-mail
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