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Contact Centre Manager – Manchester

Manchester, UK
negotiable Expires in 6 days

JOB DETAIL

Manage a multi-cultural, multi-lingual (7 languages across 16 markets throughout Europe) and diverse contact centre workforce, handling multi-channel customer interactions from across our global platform. Ensure the customer experience is exceptional and in line with Emirates brand values. The contact centre is part of a virtualised environment linked to 5 other centres globally.

  • Implement the contact centre strategy and lead the contract centre via continuous motivation, development and inspiration to achieve contact centre and individual objectives.
  • 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.
  • Work with the centralised planning team to assist in forecasting 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 sales, service and employee satisfaction initiatives.
  • Prepare, request and manage budget in line with contact centre strategy. Continually monitor expenditure to ensure actual costs do not exceed submitted budget forecast.
  • Benchmark contact centre against other airline and contact centre industry standards and make recommendations in anticipation of industry developments

 

Experience

  • Educated to at least degree level
  • Managerial experience gained within a Contact Centre or airline reservations/ticketing environment with strong leadership skills preferably in a multi-cultural environment.
  • Proven track record in sales and customer service together with the ability to translate corporate/commercial strategy into the Contact Centre environment.
  • Excellent understanding and working knowledge of Contact Centre systems and technologies.
  • Fluent in spoken and written English.
Greater Manchester, England, United Kingdom

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