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 team leaders 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.
Qualifications & Experience: Commercial/Sales. Other: ‎3+ Years Vocational or
Diploma (‎12+‎2 or equivalent) 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.
Salary & Benefits: Join us in Dubai and enjoy an attractive tax-free salary
and travel benefits that are exclusive to our industry, including discounts on
flights and hotels stays around the world. You can find out more information
about our employee benefits in the Working Here section of our website
www.emirates.com/careers. Further information on what's it like to live and
work in our cosmopolitan home city, can be found in the Dubai Lifestyle
section.