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.