Officer - Call Centre (Omanis)

Oman Air

Muscat, Oman

Ref: HP122-337

Job description / Role

Employment: Full Time

Operational:

1. Is responsible for managing the day to day operational activities (Monitoring of call reports, handling escalated calls, attendance, sick leaves, annual leaves, staff breaks, etc.) of the call center in order to ensure smooth operations of the division.
2. Ensure training and coaching of all the staffs on matters related to call center operations like Telephone Etiquettes, Customer Orientation, Systems Training and proficiency in other functional areas in order to meet the quality target set by the organization.
3. Is responsible for preparing the duty roster of all the staffs in the division in order to ensure proper job allocation.
4. Evaluate the new projects proposed by the organization and do a feasibility analysis in co-ordination with Assistant Manager- CRM in order to ensure viability of the operations.
5. Is responsible for studying new developments in the area of Airline Call Center Management and proposing the same to the Management in order to increase the efficiency of operations.
6. Is responsible for running e-ticketing help desk that looks into any problems related to ticketing and reservation at any Oman Air Offices in order to ensure proper resolution of the same.
7. Is responsible for Call Monitoring and reporting on the volume of non-value calls (from travel agent enquiring about flight schedules, fares, policies with respect to visa-passport details etc.) In order to get a process, from the management, that would increase the number of Value Calls (related to reservations and ticketing).
8. Conduct performance appraisal for customer service agents and identify process improvements and implement the same to ensure continuous improvement
9. Push Call Center Ticketing and increase sales through the call centre direct channels
10. Work with teams to build up responsibilities and accountability.
11. Provide timely feedback to the management on customer trends, issues and needs.
12. Strong commitment to world class customer service.
13. Any other responsibility assigned by the management.

Requirements

Bachelors degree in related discipline with 02 years of relevant experience preferably handling call center operations

OR

Two years college Diploma in related discipline with 04 years of relevant experience.

OR

Specialised certificate / License in the related field with Secondary School and having 08 years of WY / Aviation experience in similar functions.

About the Company

Oman Air, the flagship company of the Sultanate of Oman's Civil Aviation sector, commenced operations in 1993. Starting off as a regional player, Oman Air, as Oman's national carrier has witnessed rapid growth in the last 14 years. Oman Air has played a major role in making Muscat a major traffic hub in the Middle East providing a fillip to commercial, industrial and tourism activities.

As a full-fledged commercial airline of Oman, Oman Air has striven to maintain high performance standards in all aspects of its operation. The Oman International Services was established in the year 1970 & later Oman Aviation Services was founded on 1981 to extend services to the other airlines in terms of cargo handling, ground handling etc.

The Oman Air fleet consists of most modern and fuel- efficient aircraft with aesthetically designed interiors. Ultra- modern in-flight service equipment is deployed onboard to improve safety and overall performance. Investment in new technology, planning and product innovation has propelled Oman Air to the forefront of the aviation industry.

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