CONTACT CENTRE TEAM LEADER

Job Purpose: Coach, develop and motivate a team of Customer Sales and Services
Agents and Senior Customer Sales and Services Agent to achieve individual and
contact centre targets and objectives. Assist the Manager in driving improved
overall performance in the department. Job Outline: - Coach, develop, and
motivate a team of agents within the contact centre. (Sales, telephone
handling techniques, system operation and product knowledge). - Manage the day
to day operations of the team and ensure that all customers are provided with
excellent customer service. - Ensure that sales policies and contact centre
procedures including the use of reservations sales systems are clearly
understood, applied and adhered to by the team. Conduct regular team briefings
to ensure that the team is aware of new products, policies and procedures as
and when they are introduced. - Monitor the discipline, grooming and conduct
of the team. - Ensure that team and individual agent performance is at the
required standard and maximise the productivity of each individual member.
Conduct regular performance management reviews ensuring that objectives and
development plans are clearly set out and provide regular feedback to team
members and management. - Ensure that all customer complaints received are
objectively investigated and liaise with team members, internal teams and
management to recommend remedial/corrective action. - Provide necessary on job
instructions and training to staff and new joiners and regularly conduct
briefings to update the team on necessary operational changes. Delegate tasks
based on ability of the staff, ensuring whenever possible a fair and even
distribution of work among the team. - Through coaching and quality monitoring
identify team and individual training needs and recommend appropriate training
programs. Ensure that the training delivered to the team is put into effect
and feedback given on the program success. - Measure employee satisfaction and
recommend initiatives to increase.
Qualifications & Experience: Customer Service.Call Centre : ‎3+ Years
Vocational or Diploma: (‎12+‎2 or equivalent) Experience: Minimum ‎3 years
airline sales and contact centre experience. Coaching and people development.
Knowledge/skills Working knowledge of contact centre and airline industry
procedures and methodology. Standard Fares and Ticketing courses, Skywards and
MARS reservations systems. 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. SkyCargo: Knowledge of cargo tariffs, IATA regulations,
SkyCargo systems, policies & procedures, import and export rules and
regulations. Trained in dangerous goods acceptance & live animal regulations.
Other languages besides English & Arabic.
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.