Contact Centre Operations Officer

Job Purpose

Direct, monitor and control shift and daily operational productivity in order to maintain contact centre revenue targets and service and quality levels. Be first point of contact for agents and management for the shift and work closely with the contact centre team to ensure all targets are met and exceeded.

Job Outline:

• Proactively address shift and daily operational productivity to maintain agreed service levels.
• Provide point of contact, on shift support to agents and supervisors by offering sales advice, managing customer escalations and answering agent queries.
• Manage and troubleshoot immediate operational issues in order to maintain contact centre service and quality levels and to ensure impact on customer service is kept to a minimum.
• Interpret information received from Emirates Group and senior management and communicate to the operation, thereby ensuring that up to date information on products and services is always available.
• Ensure sufficient staffing levels are in place, that rosters are planned and prepared to cover the office operation bearing in mind the language requirements and peak periods. (Not required if Resource Planning Officer role present in contact centre
• Ensure that the highest standard of customer service is provided so as to develop/increase sales by assisting agents with product and process queries.
• Identify, initiate and develop procedures that will increase service standards and ensure that the contact centre stays ahead of changing needs, satisfies customer expectations and keeps pace with overall expansion, growth and development of Emirates Group.
• Promote and implement initiatives such as destination days, product and process quizzes and cross contact centre knowledge sharing to motivate and stimulate agent knowledge and attitude
• Provide feedback to line and co-management regarding training needs, product issues, call patterns and employee satisfaction.
• Deputise for Contact Centre Operations Manager/Contact Centre Manager in their absence.

Qualification

Experience

Minimum 3 years airline sales and contact centre experience.

People management, coaching and people development.

Knowledge/skills

Working knowledge of contact centre and airline industry procedures and methodology.

Excellent knowledge of fares and ticketing, Skywards and MARS reservations systems and Emirates products and services.

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.