Operations Manager Contact Centre

Job Description

Job Purpose

This is a full-time role and is based in our Dubai office.

• 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 / 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 indpearl and Emirates network of Contact Centres and reservation offices to share knowledge, ideas and best practise.
• 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 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 within 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.

• 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!

Salary & Benefits

That's on top of transport benefits, life insurance and more. Find out what it's like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers