Jobs at Air Arabia – Manager Contact Center

Website Air Arabia

Job Description:

To oversee, guide, and manage the Inbound/Outbound and Support Teams across the entire network ensuring successful performance in sales and operations.

Develops, executes action plans and working procedures, monitors performance of staff and systems, identifies and resolves problems; drives the teams to achieve objectives ensuring productivity is in line with set measures and company’s adopted policies and procedures.

Job Responsibilities:

  • Manages various types of auditing and assessments to evaluate the quality performance of the contact center teams, generate periodic reports and statistics, analyze results, identify trends, develops quality audit plans and objectives and prepares forecasts.
  • Oversees, directs, and manages the performance management exercise for all contact center staff and systems versus the set KPIs and identified goals and objectives.
  • Contributes to strategic plans and reviews through gathering and communicating market intelligence information related to contact center operations, services and products.
  • Conducts audit and quality assurance reviews; generates function-related reports to identify trends and problems based on data analysis.
  • Manages manpower planning, recruitment, selection, incentives, promotions, rewarding schemes, duty rosters, disciplinary, grievance and other HR related issues for the Contact Center staff; delegates responsibilities to supervisors and monitors accordingly.
  • Partners with HR to Identify training and development needs for all contact center staff; leads, guides and coaches supervisors and agents continuously.
  • Applies best practices in overall performance including facilities, technical resourcing, systems, equipment, process flow and reporting.
  • Initiates/implements Service Level Agreements [SLAs] with other departments, such as ground operations, marketing, sales, etc. related to promotions and communication that serve enhance their respective performance.
  • Develops/implements and manages business plans and sets target objectives to generate revenue through Inbound/Outbound calls ensuring best practice is applied in providing all information and services and in promoting sales, thereby leading to enhancing customers’ experience and increasing sales and revenue.
  • Keeps abreast with market best practices by tracking emerging trends in the industry including technologies, methodologies and products. Attends/delegates staff to attend workshops and seminars ensuring all have the knowledge and skills needed.
  • Monitors the overall process flow of operations, identifies problems and areas for improvement, suggests and implements corrective measures to enhance customers’ experience and maximize productivity.

Job Requirements:

  • Developed skills in planning and organizing large service delivery functions.
  • Strong knowledge of Contact Center technology, systems and tools for both inbound/outbound services.
  • Capable of using technology systems and tools; proficient in Microsoft Office.
  • Fluent in English & Arabic Languages.
  • Effective Sales and Marketing techniques.
  • Bachelor degree in Management or equivalent.
  • Proven skills in analyzing data, identifying pitfalls and recommending cost-effective solutions.
  • Cost-oriented, possesses effective persuasive, negotiation, problem solving and decision making skills.
  • Working experience in developing business plans, policies and procedures, setting targets and performance management versus competencies and KPIs.
  • 5 – 7 years of Call/Contact Center experience in Airlines/Hospitality 3 of which in a management level in airline industry, experience with low cost airline is a plus.
  • Employs a balance of technical expertise, and interpersonal relations to execute new initiatives that support company’s objectives.
  • Product knowledge; capability of understanding market trends and channeling them leading to effective customer care solutions.

Job Details:

Company: Air Arabia

Vacancy Type: Full Time

Job Location: Cairo, EG

Application Deadline: N/A

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