Call Center Manager
Jazeera Airways is looking for a Call Center Manager who would lead the Call Center & Customer Relations team for ensuring great customer service and support is delivered by overseeing the daily operations of Jazeera Airways Call Center.
The position will also be responsible for developing strategy to maximise the sales while maintaining the customer satisfaction and driving continuous improvement to increase Call Center efficiency.
Responsibilities & Duties
- Monitor daily Call Center operations to ensure efficiency, including call volumes, wait times, and customer satisfaction.
- Set objectives and clearly communicate goals and targets (operational & sales) that needs to be met every month by the Call Center & Customer Relations team.
- Delivering high standards of service to customers by making the most effective and efficient use of Call Center & Customer Relations employees and technology resources.
- Maximise sales through Call Center by regularly reviewing Productivity and Performance.
- Monitor and report on Key Performance Indicators (KPIs) such as call resolution times, customer satisfaction scores, and service level agreements (SLAs).
- Ensure Quality control and achieve SLA for inbound calls.
- Increase conversion rate while maintaining pre-defined service levels.
- Ensure Call Center & Customer Relations teams adhere to airline policies and provide effective solutions to customer inquiries and issues pertaining to flight bookings, cancellations, refunds, baggage claims, and other related services.
- Manage outbound communications for flight disruptions.
- Align Call Center operations as per business requirements and growth plans.
- Analyse Call Center data and prepare monthly reports for Senior Management.
- Collaborate with other departments, such as Sales, Marketing and Operations, to ensure a seamless customer experience.
- Provide guidance, training, coaching, mentoring and motivation to employees to ensure exceptional performance and maximum utilization of resource
Requirements and Qualifications:
- Bachelor’s Degree in Marketing, Business Administration or Mass Communication
- Minimum 6 years’ experience in Call Center in a managerial role.
- Candidates with prior experience in Airlines/ Travel or Airline reservations system (particularly Flight Speed knowledge) will be preferred.
- Excellent Communication Skills in English. Arabic will be an added advantage.
- Proficiency with Call Center Software, CRM systems, and performance tracking tools.
- Strong problem-solving skills and ability to handle escalated situations.
- Ability to work under pressure and maintain a positive attitude in a fast-paced environment.
