Contact Centre Team Leader The Emirates Group

Job Purpose

Coach, develop and motivate a team of Customer Sales and Services Agents and Senior Customer Sales and Services Agent to achieve individual and contact centre targets and objectives. Assist the Manager in driving improved overall performance in the department.

In this role, you will:

• Coach, develop, and motivate a team of agents within the contact centre. (Sales, telephone handling techniques, system operation and product knowledge).
• Manage the day-to-day operations of the team and ensure that all customers are provided with excellent customer service.
• Ensure that sales policies and contact centre procedures including the use of reservations sales systems are clearly understood, applied and adhered to by the team. Conduct regular team briefings to ensure that the team is aware of new products, policies and procedures as and when they are introduced.
• Monitor the discipline, grooming and conduct of the team.
• Ensure that team and individual agent performance is at the required standard and maximise the productivity of each individual member. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.
• Ensure that all customer complaints received are objectively investigated and liaise with team members, internal teams and management to recommend remedial/corrective action.
• Provide necessary on job instructions and training to staff and new joiners and regularly conduct briefings to update the team on necessary operational changes. Delegate tasks based on ability of the staff, ensuring whenever possible a fair and even distribution of work among the team.
• Through coaching and quality monitoring identify team and individual training needs and recommend appropriate training programs. Ensure that the training delivered to the team is put into effect and feedback given on the program success.
• Measure employee satisfaction and recommend initiatives to increase it.

 Qualification

To be considered for the role, you must meet the below requirements:

• Minimum 3 years airline sales and contact centre experience.
• Coaching and people development.
• Working knowledge of contact centre and airline industry procedures and methodology.
• Standard Fares and Ticketing courses, Skywards and MARS reservations systems.
• Excellent interpersonal, telephone and customer service skills.
• Ability to work in a busy sales team environment.
• Selection skills training.
• PC based skills to operate Windows package such as Microsoft Word/ Excel/ E-mail.
• Knowledge of cargo tariffs, IATA regulations, SkyCargo systems, policies & procedures, import and export rules and regulations.
• Trained in dangerous goods acceptance & live animal regulations