Operations Manager Contact Centre

The Emirates Group; United Arab Emirates; On-site; AED 60,000 - 100,000; Full time

Job summary

An established industry player is seeking an Operations Manager for their Contact Centre. This full-time role in Dubai involves managing daily operations, leading a team, and implementing strategies to enhance sales and service quality. The ideal candidate will possess a Bachelor's degree and have significant experience in customer service and supervisory roles within a contact centre environment. This is a fantastic opportunity to make a real impact in a dynamic team, driving performance and ensuring operational efficiency while fostering a positive work culture.

Qualifications

• 5+ years in customer service or call centre roles.
• Demonstrable supervisory experience within a contact centre environment.

Responsibilities

• Manage daily operations of the DTS Contact Centre to ensure objectives are met.
• Coach and develop Reservation / Sales Officers, conducting regular performance reviews.

Skills

Customer Service

Supervisory Skills

Communication Skills

Negotiation Skills

Microsoft Word

Microsoft Excel

Education

Bachelor's Degree

Job description

Bachelor of Business Administration (Management)

Nationality

Any Nationality

Vacancy

1 Vacancy

Job Description

As Operations Manager Contact Centre, you will manage and monitor the smooth running of the DTS Contact Centre operation by implementing best practice policies and procedures within the Contact Centre. You will lead the Contact Centre team to achieve individual, contact centre, and network-wide objectives. This is a full-time role based in our Dubai office.

In this role, you will:

1. Manage the daily operations of the DTS Contact Centre to ensure objectives are met.
2. Coach, manage, develop, and motivate direct reporting Reservation / Sales Officers (Team Leaders). Conduct regular performance reviews, set objectives, and provide feedback.
3. Analyze call and revenue data to identify trends and implement strategies to increase sales, service quality, and efficiency.
4. Communicate performance reports regularly to contact centre staff, ensuring understanding of targets.
5. Review and improve internal systems, procedures, and processes for operational efficiency.
6. Develop and implement new programs to enhance sales, service, and employee satisfaction, aiming to meet revenue and quality targets.
7. Collaborate with training teams to deliver effective development initiatives and gather feedback on their impact.
8. Maintain communication with the indpearl and Emirates network of Contact Centres and reservation offices to share best practices.
9. Interpret information from senior management and communicate updates to the team, ensuring they are informed about products and services.
10. Develop and advise on contingency plans and processes, ensuring guidelines are effective for urgent and unexpected situations.

Qualifications

To be considered for the role, you must meet the following requirements:

1. Bachelor's degree or Honours.
2. Minimum 5 years in customer service or call centre roles.
3. Demonstrable supervisory experience within a contact centre environment.
4. Working knowledge of contact centre and airline industry procedures.
5. Excellent knowledge of fares and ticketing procedures.
6. Effective communication, negotiation, and influencing skills.
7. Proficiency in Microsoft Word and Excel.

Preferred Qualifications

Experience in coaching and people development is advantageous.

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