Customer Services Manager

Specific responsibilities for the role include:

• Managing Service Levels of all Customer Interactions within the Contact Centre.
• Implement new skills and new techniques geared towards operational and service excellence.
• Regularly interact with various stations to understand requirements and communicate feedback/solutions.
• Ensuring call quality and high level of customer service.
• Monitor adherence to all CC SOP to ensure compliance and productive operation.
• Assisting the training team in developing recurrent training modules.
• Act as focal point for Customer Care department to ensure through investigation of customer complaints.
• Highlight performance strength / weaknesses to CC Manager by preparing and analyzing performance reports to derive corrective measures.
• Communicating existing and new policies to all CC staff to avoid any misinformation and/or errors.
• Use the MIS reports to further analyse and improve on functioning.
• Ensure implementation of quality assurance system and maintain quality procedures in conjunction with Quality and Training Team.
• Ensure first call resolution, zero error and operational excellence.
• Establish the department or teams objectives and priorities to align with and support business objectives
• Prepare and analyse Performance Scorecards of direct reports to provide them with feedback and guidance on their strength and weaknesses and to agree on actions to improve or maintain results
• Provide Operations Team with input on leave planning and roster preferences to enable Operations team to prepare rosters that meet all operational requirements
• Driving process excellence through continuous improvement
• Contribute in developing and formulating the departmental strategy with Contact Centre Manager to drive business
• Managing all digital requests, Refunds, Audit review and management
• Managing Multimedia / back office Operations for all Contact Centres

Job Qualification and skills required for the role:

• Bachelors Degree or equivalent
• Minimum 5 years of job-related experience required.
• Airline Contact Centre Management experience
• Managed teams in excess of 50 100 people
• Experience of GDS, particularly Amadeus preferred
• Excellent written and spoken English
• Managerial skills –which includes Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate’s skills. Ability to foster teamwork among team members.
• Knowledge of airline reservation processes preferred.