Customer Services Officer Contact Centre AMD

• We are recruiting for the role Customer Services Officer within Customer Contact Centre based in Ahmedabad, India
• The Customer Services Officer is responsible for all service delivery aspects of the Contact Centre
• You will manage the service quality, service levels and revenue generation through teams in accordance with defined targets
• You will implement policies and processes designed to continuously improve operational performance
• You will ensure compliance with set standard and procedures

Your Specific Responsibilities Include

• Responsible for managing Service level of all customer service aspects of the Contact Centre
• Responsible for achieving all KPIs as outline in the CC KPI Scorecard
• Implement new skills and new techniques geared towards operational and service excellence
• Ensuring quality and high level of customer services
• Assisting the training team in developing recurrent training modules
• Coordinating process tests and refresher trainings with Quality and Training team
• Act as single point of contact for the Customer Services Team with HQ Operation team regarding all operation matters
• Communicating existing and new policies
• Ensure first call resolution, zero error and operational excellence
• Provide CC with regular updates and reports on operational performance
• Make recommendations to CC manager on improving or safeguarding operations performance
• Responsible for managing Productivity and Efficiency of Agents occupancy and Schedule adherence
• Perform other department duties related to his/her position as directed by the Head of Department

The successful candidate will have the following qualifications:

• Relevant Bachelors degree or equivalent
• Minimum of 3 years of work experience in Contact Centre environment with at least 1 year in a supervisory position or higher
• Experience of managing team in excess of 50 people
• Strong knowledge of Contact Centre Operations and well-versed in all service delivery aspects of contact centre operations
• Previous experience in managing team in Contact Centre environment
• Good working knowledge of Amadeus and understanding of airline process and procedure is a definite advantage
• Excellent written and verbal communication skills