Operations Manager Contact Centre

Job description / Role

Job Description

As operations manager contact centre, you will manage and monitor the smooth running of the DTS contact centre operation by implementing best practice policies and procedures within the contact centre, and lead the contact centre team to achieve individual, contact centre, and network wide objectives. This is a full-time role and is based in our Dubai office.

In this role, you will:

• Manage the daily operations of the DTS contact centre to ensure that the objectives are consistently met.
• Coach, manage, develop, and motivate direct reporting reservation and sales officers (team leaders). Conduct regular performance reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and to management.
• Analyse call and revenue data to determine operational trends and provide and implement recommendations and solutions to increase sales, service, and quality.
• Communicate regular reports to all contact centre employees on the sales, service, and quality performance of the contact centre against targets, ensuring understanding.
• Continually review internal systems, procedures, and processes to ensure resource and operational efficiency, and recommend and implement relevant changes.
• Plan, develop, and implement new programs in sales, service, and employee satisfaction initiatives in order to achieve contact centre revenue, quality, and employee satisfaction and attrition targets.
• Collaborate with training to implement development initiatives. Ensure training programs are delivered and result in demonstrable changes, and feedback is provided on program success.
• Regularly communicate with the internal and Emirates network of contact centres and reservation offices to share knowledge, ideas, and best practice.
• Interpret information received from DTS senior management and communicate to the operations teams, thereby ensuring that up to date information on products and services is always available.
• Develop, implement, and provide guidance and advice on contingency plans and processes. Work with the contact centre team to ensure guidelines for urgent and unexpected situations are fit for purpose and effective.

Qualifications & Experience

To be considered for the role, you must meet the below requirements:

• Bachelor's degree or honours.
• Minimum 5 years in customer service or call centre.
• Contact centre experience with in-depth, demonstrable supervisory experience.
• Working knowledge of contact centre and airline industry procedures and methodology.
• Excellent knowledge of fares and ticketing courses.
• Ability to communicate, negotiate, and influence effectively.
• PC based skills to operate Windows package such as Microsoft Word and Excel.

You will have an edge if you have:

• Experience in coaching and people development.
• UAE market knowledge and experience.

At Emirates Group, we're committed to providing our employees with opportunities to grow and develop in their careers. So, if you're looking for a challenging and rewarding opportunity, apply today and join our team!

About the Company

A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.