Contact Centre Manager dnata Travel - The Emirates Group

Job Purpose: At dnata Travel Group Contact Centres we are proud to support our customers as a leading awardwinning travel services provider. We deliver expertise in all aspects of the travel industry from online travel agencies local agencies global travel consolidators corporate travel and DMCs through to airline representation services.

As the Contact Centre Manager you will be responsible for developing and implementing the contact centre strategy and lead the contact centre via continuous motivation development and inspiration to achieve all centre and individual objectives.

In this role you will:

• Develop and implement the contact centre strategy and lead the contact centre via continuous motivation development and inspiration to achieve all centre and individual objectives.
• Prepare request and manage budget in line with contact centre strategy. Continually monitor expenditure to ensure actual costs do not exceed submitted budget forecast.
• Coach manage develop and motivate direct reporting employees. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.
• Analyse call and revenue data to determine operational trends and provide solutions to increase sales service and quality in order to achieve and exceed contact centre and network revenue service and quality targets.
• Forecast resource requirements and ensure that recruitment campaigns are carried out to ensure that sufficient resources are in place to achieve agreed contact centre service sales and quality targets.
• Continually review internal systems procedures and processes to ensure resource and operational efficiency.
• Liaise with country management EGHQ and Emirates network of contact centres and reservation offices to continually review and challenge processes to ensure effective and fit for purpose and to share knowledge best ideas and best practice.
• Research promote and implement new program sales service and employee satisfaction initiatives
• Benchmark contact centre against other airline and contact centre industry standards and make recommendations in anticipation of industry developments.
• Raise profile of Emirates Group brand and services by proactively attending industry events and working with Commercial Sales to promote Emirates network wide.

Qualifications & Experience: To be considered for this role you must meet the below requirements:

• Bachelors degree with at least 8 years experience in a customer service and contact centre environment
• At least 5 years experience in a leadership or managerial role
• Strong people team management and leadership skills preferably in a multicultural environment
• Working knowledge of contact centre and airline industry procedures and methodology
• Ability to communicate negotiate and influence effectively

At dnata part of Emirates Group were committed to providing our employees with opportunities to grow and develop in their careers. So if youre looking for a challenging and rewarding opportunity apply today and join our team!

Recruitment Process and Timeline

dnata part of Emirates Group is an international organisation with employees from over 170 nationalities we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role you will then be invited to complete a HireVue video interview to share more about your experience and your career aspirations. If you are shortlisted you will then be invited to interview with our hiring managers. If you are successful your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group