MANAGER

Job Purpose: JOB PURPOSE Manage a large scale customer contact reservations centre by providing exceptional service employee satisfaction and motivation. Responsible for receiving interactions across multiple channels and servicing customers across broad geographical areas on a 24/7 basis. Meet demanding direct sales revenue targets. Implement the Emirates global contact centre strategy and lead and manage the Emirates global contact centre to ensure customer service, revenue and quality objectives are achieved and exceeded. JOB ACCOUNTABILITIES - Manage the implementation of the international contact centre strategy through continuous staff motivation, development and inspiration to achieve all commercial, network, centre and individual objectives in the areas of direct sales revenues, quality and cost management. Promote and implement new sales, service and employee satisfaction initiatives and programs to ensure consistency of service delivery to direct consumers and travel trade partners. - Develop and motivate a team of operational managers through leadership and guidance to establish a system to coach and motivate a complex team of over 300 direct and indirect reporting employees. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and communicated. Provide regular feedback to team members and management. - Take direct responsibility for the Emirates customer experience and manage the contact centre’s performance to ensure all customer transactions and touch points are delivered with the highest level of service in the language that is appropriate to the customer segment and sales channels that the centre is serving or supporting. Ensure customer experience is delivered consistently as defined by global CC standards and programs and identify areas of customer dissatisfaction and recommend solutions. - Prepare, request and manage budget in line with the network strategy. Continually monitor expenditure to ensure actual costs do not exceed submitted budget forecast. - Implement people development and team culture initiatives. Work closely with R&CC, HR and Learning and Development to identify training and development opportunities in a complex environment within own centre and across the network. Ensure staff are trained and developed to meet the customer call mix. Have a healthy mixture of skills to ensure customer demands are met. - Collaborate with the respective R&CC and be accountable for delivering agreed KPIs for