Emirates Airlines - Head Quarters
Dubai - United Arab Emirates, United Arab Emirates
Aviation & Airline
As per Industry Standards
Dubai, United Arab Emirates
Dec 01, 2018
Job Posting Date:
Aug 01, 2018
Job Purpose : Direct and manage the day to day performance of our Contact Centres globally by leveraging our call patterns and resources across sites. Ensure our planning and infrastructure meets both the short and long term productivity objectives. Drive the mid to longer term strategy to ensure Emirates maximizes business effectiveness and future growth. Interface with multiple stakeholders to leverage and share the investment made in Contact Centre technology and project manage new businesses into the Contact Centre environment. Job Outline: * Manage the day to day, real time operational performance of the Global Contact Centres. Ensure performance is optimized and consistent with our customer service vision. Address and correct shortfalls in the operation on a real time basis. * Lead the team that plans, forecasts and schedules the manpower requirements across the globe and across channels. Develop strategies for routing interactions (voice / email / chat / social media etc.) to make the best use of manpower resources, balancing workload across sites and whilst balancing cost, productivity and customer experience. Set the manpower plan for planning and budgeting purposes. * Recommend and implement the key KPI’s that build efficiency. Develop, direct and implement the key KPI’s that build efficiency (cost/productivity/speed of service) to deliver a high performing environment. Manage and coach the operational managers to meet these KPI’s. * Create, manage and present the operational performance reporting on a real time and long term basis identifying trends and areas of improvement. Ensure follow up on those improvements. * Drive the delivery of the 5 year business plan in terms of efficiencies and channel mix to ensure a high level of customer satisfaction but at an appropriate cost level. * Identify, lead and manage the systems and infrastructure required to keep pace with new trends as well as deliver the needs of the business. This includes vendor selection, management and project management of complex environments globally. * Develop, direct and implement the operating plan across all channels and globally to handle mid and major disruptions. * Introduce, manage and implement industry best Contact Centre practices to other business groups within Emirates (SkyCargo, delayed baggage, Staff Travel, DSO) and leverage our existing infrastructure and investment for the benefit of the rest of the group. * Work with other key stakeholders to integrate other business groups within Emirates (SkyCargo, Delayed baggage, Staff Travel, DSO) into the Global Contact Centre environment in order to leverage our existing infrastructure and investment for the benefit of the rest of the group.
QUALIFICATIONS & EXPERIENCE
Qualifications: Degree of Honours (12+3 or equivalent) Experience: Commercial/Sales Revenue/Customer Experience (+8 Years) Knowledge/Skills: - Emphasis on Business, Marketing and Sales - Airline or service industry of which a minimum of 5 years is at a “functional head”; developing and implementing strategies - Thorough knowledge on the overall industry issues, trends, economics etc., with specific expertise in matters related to Contact Centres and related technologies, RES/TKTG Office management, Global Distribution Systems, Distribution channels and Reservations. Should be able to manage and develop budgets appropriately.
SALARY & BENEFITS
We offer an attractive tax-free salary, paid in Dirhams, the local currency of the UAE. The Dirham is linked to the Special Drawing Right of the International Monetary Fund and it has been held constant against the US dollar since the end of 1980 at a mid-rate of approximately US$1=Dh3.66. Besides generous travel benefits normally associated with an airline, this managerial role also has excellent leave and health care packages, accommodation, power and water paid for, along with transport benefits, life insurance and other employee benefits making the role attractive to high performers. By viewing the 'Dubai Lifestyle' section in the careers website you can also consider the many benefits of Dubai as a location to live and work in.