Full-Time CONTACT CENTRE MANAGER – BUDAPEST – 140003CV
Job Description
Job Purpose
Manage the Contact Centre workforce by developing and implementing the contact centre strategy as well as leading the contact centre via continuous motivation, development and inspiration to achieve all Contact Centre and individual objectives.
Prepare, request and manage budget in line with contact centre strategy. Continually monitor expenditure to ensure actual costs do not exceed submitted budget forecast.
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 and also ensure attrition is within market average.
Analyse call and revenue data to determine operational trends and provide solutions to increase sales, service and quality levels 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 in a timely manner 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, and make appropriate recommendations for any required changes.
Benchmark contact centre against other airline and contact centre industry standards and make recommendations in anticipation of industry developments.
Liaise with EGHQ, country management, 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 program, sales, service and employee satisfaction initiatives to ensure optimum productivity of all Contact Centre objectives and work closely with relevant departments to identify training and development opportunities for staff to ensure they are fully equipped to work in a complex environment. (Implementation of new programs can only be done after involving HQ)
Raise profile of Emirates Group brand and services by proactively attending industry events and working with Commercial Sales to promote Emirates network wide. Ensuring the customer experience is exceptional and in line with the Emirates brand values. Also ensuring professionalism and all company standards are maintained.
Qualifications & Experience
Educated to at least degree level standard
Minimum 8 years airline sales and/or contact centre experience.
Strong people management and leadership skills preferably in a multi-cultural environment.
Must have working knowledge of contact centres and airline industry procedures and methodology is preferable
PC based skills to operate Windows package such as Microsoft Word/ Excel/ E-mail.
Fluency in English and Hungarian is essential.
Salary and Benefits
We offer our employee’s competitive remuneration packages, attractive travel benefits, and career development supported by multi-million dollar training facilities in Dubai, and e-Learning programmes for those seeking a long-term future in the Company.
Job Category: Customer Service & Contact Centre
Primary Location: Hungary-Budapest
Job Posting: 10-Jun-14, 4:10:47 PM
Closing Date (GMT+4): 26-Jun-14, 9:59:00 PM
How to Apply
Please apply directly on the company website: https://tas-ekgcareers.taleo.net/careersection/careers/jobdetail.ftl?job=140003CV2596 total views, 0 today