The role of Manager Contact Centre will oversee Reservations personnel to ensure positive morale and efficient daily operations. The incumbent will provide service to our clients and customers by developing and implementing best call centre methods and procedures. In addition, you will be required to make suggestions for system and process improvement based on your knowledge of daily and ground operations.

Key Responsibilities

• Set a high standard for productivity, quality, and customer service, and define user guidelines;
• Conduct staff performance evaluations, needs assessments, cost/benefit analyses, and other operational strategy evaluations;
• Control the implementation of company systems for customer interaction;
• Manage and improve the performance of the contact centre through performance monitoring, problem resolution, system audits, and quality assurance measures;
• Assist the human resources department with the recruitment process by conducting interviews with potential hires and outlining clear job expectations;
• Contact centre trends and data should be summarized, collected, and analysed for regular performance reports;
• Supervise system upkeep and upgrade implementation. As needed, contact for repairs and troubleshooting;
• Maintain consistent professional development by attending company-provided workshops, tracking contact centre trends, and participating actively in team projects;
• Maintaining and Managing client relationships; and
• Other delegated duties by the General Manager.

Essential Knowledge, Skills & Attributes

• Bachelor’s Degree in relevant field or equivalent;
• 3-5 years of previous experience in a similar role managing Airline account (Call Centre environment);
• High attention to detail coupled with demonstrated problem solving and investigation skills;
• Excellent written and verbal communication skills in English are essential;
• Good knowledge of MS Office skills are essential;
• Ability to manage time and taking proactive approach;
• Ability to motivate and work on staff developments;
• Resilient, agile, self – aware and have high; and
• Integrity, enjoy problem solving and customer facilitation.

Remuneration and Benefits

• A secure career with a strong fast-growing company
• Competitive salary package
• Medical Insurance
• Access to discounted travel
• Ongoing career development and training
• Work in a fun and supportive team

Call Centre Operator, Organisational Development