Emirates is dedicated to connecting the world through its global hub in Dubai, constantly innovating to ensure customers ‘Fly Better.’ The Product team at Emirates drives this mission by creating innovative, efficient, and groundbreaking products in the aviation industry. Currently, Emirates is seeking candidates for the Contact Centre Manager position. Consider applying if you’re looking for a fulfilling career in a dynamic and prestigious environment! Seats are limited, so don’t miss out!
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Contact Centre Manager Responsibilities:
- Develop and implement the contact centre strategy to achieve all centre and individual objectives.
- Prepare, request, and manage the budget in line with the contact centre strategy, ensuring expenditure aligns with forecasts.
- Coach, manage, develop, and motivate team members, conducting regular performance reviews and providing feedback.
- Analyze call and revenue data to identify trends and provide solutions to increase sales, service, and quality.
- Forecast resource requirements and manage recruitment campaigns to meet service, sales, and quality targets.
- Review internal systems and processes to ensure operational efficiency.
- Liaise with country management and Emirates network offices to review and enhance processes.
- Implement new programs and initiatives to improve sales, service, and employee satisfaction.
- Benchmark against industry standards and make recommendations for improvement.
- Promote Emirates Group brand and services at industry events.
Qualifications and Requirements:
- Degree or Honours in a relevant discipline.
- Minimum of 8+ years managing contact center operations, with at least 3+ years in an Operations Manager/Site head role.
- Advanced knowledge of contact center operations and airline industry procedures.
- Strong people management and leadership skills, preferably in a multi-cultural environment.
- Customer-centric mindset, with a focus on delivering exceptional products, services, and experiences.
Emirates, an international organization with employees from over 160 nationalities, invites applications worldwide. Begin your application on the Emirates Careers website, undergo a HireVue video interview, and meet with hiring managers. If selected, receive an offer and transition support. Join a community committed to growth, development, and an exceptional work environment. Apply now! For more information about this job, contact us.