Supervisor - Outbound & Customer Service

Job description / Role

Purpose: To assist the Contact Center Manager by guiding, supervising and driving the Contact Center Outbound/ Notify and Support operations and sales across the entire network through monitoring performance of staff and systems, identifying and resolving problems; to drive the teams achieve objectives by maximizing sales and enhancing customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures.

Duties:
• Manages Contact Center Outbound, Notify and Customer Support teams to ensure satisfaction of customer enquiries and complaints raised from different channels mainly: email, social media, chat or messaging applications, all in a professional and timely manner.
• Defines/sets and drives the outbound sales’ monthly and annual targets to achieve company’s goals in (group bookings, telesales and holiday sales) and to maximize revenue by developing efficiency and providing guidance to teams on best practices.
• Monitors corresponding team’s communication channels such as random calls, emails and chats to improve quality, minimize errors and track operative performance thereby increasing sales; supervises alerts and notifications in case of schedule changes and disruptions to ensure alerts are timely handled as per adopted procedures.
• Assists the Contact Center Manager in the daily operations by providing on “Floor” guidance, support and monitoring to all outbound/notify/support agents, creates a challenging and motivational environment to reduce pressure and drive teams achieve their individual/group targets. Identifies/allocates manpower needs based on workload and efficiency to meet set objectives.
• Leads respective individual and team’s performance objectives and assessment reports to highlight pitfalls, identify gaps and recommend best approaches to be adopted for bridging those gaps. Partners with supervisors/manager to enhance the performance of the team, including: coaching, mentoring, counseling, training etc.
• Recommends improvements to enhance customers’ experience thru new initiatives or projects; and implement best practices in services and operating procedures thus achieving/maintaining high quality in performance in workflow to increase sales and customer support and service.
• Partners with other stakeholders such as IT, Finance, and Operations to ensure successful implementation, day-to-day operation, and effective work flow of new projects and systems such as the CRM system. Supervises any updates and integration processes as needed.
• Supports supervisors and team by providing sufficient training on the related technological procedures, flowcharts constructions, skills or systems used in the Contact Center and supervises over their accuracy in transferring the knowledge to teams.
• Prepares and develops function related reports, action plans, analysis and system audits.

Requirements

Qualifications, Experience
• Bachelor degree in Management/Sales /Marketing or equivalent.
• Fluent in English & Arabic Languages; (Non-Arabic speakers to be considered based on Line Manager’s approval only).
• 5-7 years of Call/Contact Center experience in Airline/Aviation/Hospitality industry 2 of which in a supervisory role; experience with low cost airline is a plus.

About the Company

Air Arabia (PJSC), listed on the Dubai Financial Market, is the Middle East and North Africa's first and leading low-cost carrier flying to over 100 destinations across the world. Air Arabia was the first airline to introduce the low-cost carrier concept in the region and is on a mission to serve all Arab countries and beyond, constantly undergoing aggressive route expansion, taking advantage of its ideally located hubs in the United Arab Emirates, Morocco, Egypt and Jordan. Over the past thirteen years, Air Arabia, through continuous market research and customer feedback, provides a range of value added services to millions of passengers who chose to fly with Air Arabia's fleet of A320 aircraft. The airline commenced operations in October 2003 and achieved financial break-even from its very first year of services and has been profitable ever since.