At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’. Our Product team makes this possible by creating products that are innovative, efficient and a game changer in the aviation world. Do you want to play a part in that journey? Join us as a Contact Centre Manager and make your mark on the aviation world by taking our products to the next level.
About the role
As Contact Centre Manager, you will develop and implement the contact centre strategy and lead the contact centre via continuous motivation, development and inspiration to achieve all centre and individual Commercial objectives.
What you will do
- Develop and implement the contact centre strategy and lead the contact centre via continuous motivation, development and inspiration to achieve all centre and individual objectives.
- Prepare, request and manage budget in line with contact centre strategy. Continually monitor expenditure to ensure actual costs do not exceed submitted budget forecast.
- Coach, manage, develop and motivate direct reporting employees. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.
- Analyse call and revenue data to determine operational trends and provide solutions to increase sales, service and quality in order to achieve and exceed contact centre and network revenue, service and quality targets.
- Forecast resource requirements and ensure that recruitment campaigns are carried out to ensure that sufficient resources are in place to achieve agreed contact centre service, sales and quality targets.
- Continually review internal systems, procedures and processes to ensure resource and operational efficiency.
- Liaise with country management, EGHQ and Emirates network of contact centres and reservation offices to continually review and challenge processes to ensure effective and fit for purpose and to share knowledge, best ideas and best practice.
- Research, promote and implement new program, sales, service and employee satisfaction initiatives.
- Benchmark contact centre against other airline and contact centre industry standards and make recommendations in anticipation of industry developments.
- Raise profile of Emirates Group brand and services by proactively attending industry events and working with Commercial Sales to promote Emirates network wide.
