JOB PURPOSE
– Manage and monitor smooth running of the dnata 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.
– Manage the daily operations of the dnata Contact Centre to ensure that the objectives are consistently met.
– Coach, manage, develop and motivate direct reporting 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 dnata Dubai Office to share knowledge, ideas and best practise.
– Interpret information received from dnata 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
– Degree or Honours (12+3 or equivalent).
– Minimum of 5 years Contact Centre experience with in depth, demonstrable supervisory experience.
– Coaching and people development.
– 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.
– Selection skills training.
– PC based skills to operate Windows package such as Microsoft Word/Excel/Outlook/Powerpoint
– Customer Service orientation
– Leadership
– Initiative and Commitment to Achieve
– Influence and Negotiation
– Organising for Results
– Attention to Detail and Quality

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