Etihad Careers Current Vacancy for Contact Centre Manager (Manchester)

Contact Centre Manager (Manchester)


Country: UNITED KINGDOM


City: Manchester


Closing date: 13 April 2011


Job Purpose

To develop and implement strategic and operational objectives for a new Etihad Airways Contact centre in Manchester in line with overall Etihad business strategy; to ensure efficient operations in the contact center; to ensure optimized revenue generation and consistently high levels of service quality in all its diversified activities.



Responsibilities
You will be responsible to:

Develop and implement strategic and operational objectives for EY contact centre and coordinate with local commercial management teams to ensure alignment with overall EY business strategy.
Establish clear roles, directions, responsibilities, performance requirements and targets for the contact center team; to define and agree on key performance indicators (KPIs) such as seat and call volume levels, average call time, abandonment rates, call conversion to actual ticketing, etc., and ensure that this information is communicated and understood by all staff.
Ensure efficient management of the day-to-day operations in the contact centre; ensure daily, weekly and monthly reviews with team leaders in the contact centre to monitor performance, status updates, problem resolution, and ensure pro-active communication and strong on-going relationships.
Drive high levels of performance, goal attainment and service quality through well defined service quality metrics; ensure quality audits of team leader maintenance of agent’s records identify trends and recurring problems and find solutions.
Ensure that employees are provided with necessary tools and guidance to deliver quality service (e.g. up-to-date information, proper working equipment, call escalation etc.)
Accomplish HR objectives through active involvement in recruiting, coaching and disciplining employees; communicating job expectations; planning, monitoring, appraising and reviewing job contributions; planning and reviewing employee changes; enforcing policies and procedures locally.
In liaison with People and Performance Manager, team leaders and contact centre managers, ensure that appropriate training plans are in place for all team members to drive strong professional and technical knowledge; monitor completion of training plans on a regular basis; through effective coaching and training, ascertain that team members are provided with consistent positive constructive feedback; ensure that new trainings are provided prior to the introduction of new products, additional services, etc.
Monitor progress against revenue and service level delivery targets, analyze and report on the weekly and monthly activity reports from direct reports and recommend and implement any changes to existing plans and operating budgets, managing budget variances locally.
Motivate and lead the contact centre team to support and deliver Etihad‘s vision and business objectives through creation of work environment conducive to high morale and effective performance. Enable the team to ensure employees are recruited, trained and motivated to the standards set by HR by recognizing performance.
Be commercially aware of all issues affecting sales performance including competitor’s activities that could ultimately affect Etihad's business. Monitor and assess their initiatives and costs to take tactical actions and to feed intelligence to senior management.
Maintain good relations and regular contact with principal officers in government departments and companies, travel organizers, and tour companies to ensure travel where possible is on Etihad services.
Requirements
Degree level education with acquired specialization in operations management or related area.

In addition to the above; you are required to have the following:
A minimum of 10 years contact centre operations experience, of which at least 5 years in a senior level management role managing a volume operation including exposure to managing satellite locations. Proven ability in managing a multicultural workforce is essential. Previous airline reservation experience of a minimum 5 years is essential.
Proficiency in contact centre technologies; workforce applications, reporting, quality and monitoring tools.
Thorough knowledge of contact centre operations.
Excellent written and verbal communication skills.
Fluent in English; Arabic and/or another language is preferred.
Expertise in airline reservation systems.
Operating Environment
Operates within a fast moving environment; position requires 24/7 availability on call; travel may be required.

etihad Airways For More Information about etihad careers and apply etihad careers online click on : Etihad Careers or etihad
*****