547
Views
8applicants
Call Centre Manager (Airline)
Recruiter
CPA
Location
in London , London
Salary: 35,000-45,000
Reference: JY36008
Call Centre Manager
Major international airline is now looking for a call centre manager to supervise a team of 8 supervisors and 60 call centre operatives.
Main responsibilities:
Providing overall operational management of all key areas in reservations, Mileage and ticketing team for Europe, Middle East and Africa (EMEAR) Region. Involved with and helps drive strategy development and implementation.
Personnel
• Oversees operational goals and results for RR/JMB/TDS/TT
• Manages staffing levels in line with company overall policy set by DBS
• Recruitment and internal transfers
• Deals with staff Scheduling matters (shift swaps, vacation requests, special leave etc)
• Reorganises job assignments according to operational needs
• Training and Development of staff
• Succession planning
• Performance reviews
• Grievance and disciplinary action at all levels
• Liaises with HR regarding personnel issues
• Maintains Health & Safety responsibilities within the department
• Time Management for call centre staff
• Authorization of staff travel forms and annual leave requests
Operations & Statistical Reports
• Liaises will all sales & GSA offices in EMEAR Region
• Liaises daily with revenue management team in head office overseas for space control issues
• Liaises daily with sales team for sales policies, groups pricing, handling and carrier fares and online matters/support for website
• Monthly statistical analysis of each agent, covering call handling, length of call, results and performance followed by review and action plan
• Ensures free flow of information and communication between front line employees and all levels of management
• Handles irate customers who have been escalated through from call agents
• Handles written complaints in English when addressed directly to the manager
• Supports and maintains disaster recovery
Due to the volume of applications received only successful candidates will be contacted
Major international airline is now looking for a call centre manager to supervise a team of 8 supervisors and 60 call centre operatives.
Main responsibilities:
Providing overall operational management of all key areas in reservations, Mileage and ticketing team for Europe, Middle East and Africa (EMEAR) Region. Involved with and helps drive strategy development and implementation.
Personnel
• Oversees operational goals and results for RR/JMB/TDS/TT
• Manages staffing levels in line with company overall policy set by DBS
• Recruitment and internal transfers
• Deals with staff Scheduling matters (shift swaps, vacation requests, special leave etc)
• Reorganises job assignments according to operational needs
• Training and Development of staff
• Succession planning
• Performance reviews
• Grievance and disciplinary action at all levels
• Liaises with HR regarding personnel issues
• Maintains Health & Safety responsibilities within the department
• Time Management for call centre staff
• Authorization of staff travel forms and annual leave requests
Operations & Statistical Reports
• Liaises will all sales & GSA offices in EMEAR Region
• Liaises daily with revenue management team in head office overseas for space control issues
• Liaises daily with sales team for sales policies, groups pricing, handling and carrier fares and online matters/support for website
• Monthly statistical analysis of each agent, covering call handling, length of call, results and performance followed by review and action plan
• Ensures free flow of information and communication between front line employees and all levels of management
• Handles irate customers who have been escalated through from call agents
• Handles written complaints in English when addressed directly to the manager
• Supports and maintains disaster recovery
Due to the volume of applications received only successful candidates will be contacted
Recruiter:CPA
Website: http://www.centrepeople.com
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Published at 11-04-2008
Viewed: 547 times
Viewed: 547 times
