City: Manchester
Department: Commercial
Closing date: 28 July 2011
Job Purpose
As a Global Contact Centre team leader based in our new Manchester Contact Centre you will be responsible for leading and motivating a team of agents to deliver inspirational service to our guests and maximize sales opportunities. As team leader you will demonstrate a passion for developing the performance of your team and delivering inspirational leadership.
Responsibilities
Your responsibilities shall include but not limited to:
Day to day leadership and management of a team of agents.
Champion inspirational service experiences for our guests.
Mentor coach and motivate all team to achieve sales targets.
Support implementation of new technology and work methods to sustain ongoing improvement.
Ensure team members are briefed during team meetings on Etihad products and services.
Requirements
Successful candidate should be educated to secondary school or equivalent.
Experience:
A minimum of 4 years guest service or contact centre experience. 2 years of which must be with an airline or travel organization. Experience of working in a multi-cultural workplace with a team oriented structure.
Training and Knowledge:
A minimum of 2 years experience of using Amadeus or another GDS for reservations and ticketing processes.
Excellent verbal and written communication skills.
Fluent in English, second or third languages an advantage.
Highly computer literate.
Proficient in the use of contact centre technology including workforce management, quality and monitoring reporting tools
The Individual
A passion for delivering inspirational service and developing people.
Target and results driven.
Ability to operate in a fast moving environment.
A strong communicator and influencer.
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