Contact Centre Team Leader - with Travel Background
The Emirates Group
7d ago

Lead a team of customer service agents by providing operational and supervisory support and specialised business expertise on a day to day basis including usage of relevant motivational, training, management and communication techniques in order to achieve the departments customer service and revenue targets.

Key Responsibilities and Accountabilities Provide on-job training to new joiners and regularly conduct briefings to update the team on necessary operational changes and latest promotions, changes in airline trends, new products and services.

Identify training requirements, maintain records and nominate staff for suitable training, to ensure they are equipped to provide a professional service at all times.

Conduct Performance Matters (PM) Reviews for the Team, ensuring that Objectives and Development plans are clearly defined.

Utilise PM as a tool for the development of staff skills that will result in the best possible service delivery to clients.

Ensure that all customer complaints / discrepancies received are logged and objectively investigated, recommendations are made to line manager or corrective action is taken.

Monitor the quality of service delivered in the Unit to ensure customer satisfaction and loyalty. Key Competencies Initiative and commitment to achieve Problem solving and decision making Organising for results Adaptability and innovation Leadership Business awareness -

Applicants must be willing to work and relocate in Clark, Pampanga - Applicants must be a Filipino citizen or have a relevant residence status -

High School Diploma / GED required (College Degree is preferred) - Interpersonal ability, team management, telephone and customer service skills.

  • Proficient in MS Office applications i.e. word and excel. - Strong verbal and written English is a must. Spoken Arabic or any other foreign language would be an advantage.
  • Travel Industry background is preferred but not required
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