Manager – Contact Center – Air Arabia , UAE, Dubai

Job Purpose
To oversee, guide, and manage the Inbound/Outbound and Support Teams across the entire network ensuring successful performance in sales and operations.
Develops, executes action plans and working procedures, monitors performance of staff and systems, identifies and resolves problems; drives the teams to achieve objectives ensuring productivity is in line with set measures and company’s adopted policies and procedures.

Key Result Responsibilities
Develops/implements and manages business plans and sets target objectives to generate revenue through Inbound/Outbound calls ensuring best practice is applied in providing all information and services and in promoting sales, thereby leading to enhancing customers’ experience and increasing sales and revenue.
Oversees, directs, and manages the performance management exercise for all contact center staff and systems versus the set KPIs and identified goals and objectives.
Applies best practices in overall performance including facilities, technical resourcing, systems, equipment, process flow and reporting.
Partners with HR to Identify training and development needs for all contact center staff; leads, guides and coaches supervisors and agents continuously.
Manages manpower planning, recruitment, selection, incentives, promotions, rewarding schemes, duty rosters, disciplinary, grievance and other HR related issues for the Contact Center staff; delegates responsibilities to supervisors and monitors accordingly.
Initiates/implements Service Level Agreements [SLAs] with other departments, such as ground operations, marketing, sales, etc. related to promotions and communication that serve enhance their respective performance.
Manages various types of auditing and assessments to evaluate the quality performance of the contact center teams, generate periodic reports and statistics, analyze results, identify trends, develops quality audit plans and objectives and prepares forecasts.
Monitors the overall process flow of operations, identifies problems and areas for improvement, suggests and implements corrective measures to enhance customers’ experience and maximize productivity.
Conducts audit and quality assurance reviews; generates function-related reports to identify trends and problems based on data analysis.
Keeps abreast with market best practices by tracking emerging trends in the industry including technologies, methodologies and products. Attends/delegates staff to attend workshops and seminars ensuring all have the knowledge and skills needed.
Contributes to strategic plans and reviews through gathering and communicating market intelligence information related to contact center operations, services and products.
Provides targeted feedback to commercial teams to functions including responses to promotions.
Prepares short term & long term budgets; Monitor monthly budgeted targets; prepare & submit various monthly/Annually reports pertaining to process/ productivity.
Performs any additional responsibilities as advised by the Line Manager.

Qualifications (Academic, training, languages)
Bachelor degree in Management or equivalent.
Capable of using technology systems and tools; proficient in Microsoft Office.
Fluent in English & Arabic Languages.

Work Experience
5 – 7 years of Call/Contact Center experience in Airlines/Hospitality 3 of which in a management level in airline industry, experience with low cost airline is a plus.
Working experience in developing business plans, policies and procedures, setting targets and performance management versus competencies and KPIs.
Strong knowledge of Contact Center technology, systems and tools for both inbound/outbound services.
Developed skills in planning and organizing large service delivery functions.
Proven skills in analyzing data, identifying pitfalls and recommending cost-effective solutions.
Cost-oriented, possesses effective persuasive, negotiation, problem solving and decision making skills.
Employs a balance of technical expertise, and interpersonal relations to execute new initiatives that support company’s objectives.
Product knowledge; capability of understanding market trends and channeling them leading to effective customer care solutions.
Effective Sales and Marketing techniques.

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