Contact Center Manager
Etihad Airways · UAE
Сколько платят на такой роли
В объявлении зарплата не указана — точную цифру называет отель на собеседовании.
Что даёт работодатель
“Could you confirm what the package includes: accommodation, meals, medical insurance, and an annual flight ticket home?”
По-русски: что входит в пакет — жильё, питание, страховка, билет домой.
Где будешь жить
Про жильё в объявлении ни слова.
“Where do staff in my position currently live? How many people share a room, and what is the Wi-Fi like in the staff area?”
“Is the staff accommodation on the resort island or on a nearby local island?”
Что это значит по-русски: где живут люди на вашей позиции, сколько человек в комнате, какой интернет, и на этом ли острове жильё.
Что делать · Требования
Оригинал объявления, перевода пока нет.
Что делать
Job description / Role Job Type Full Time Job Location UAE Nationality Any Nationality Salary Not Specified Gender Not Specified Arabic Fluency Not Specified Job Function Customer Service Company Industry Travel, Hotel & Tourism Job description We are seeking a dynamic contact center performance manager to lead our dedicated premium team, a specialized group focused on delivering exceptional service to our highest-value guests. This role is pivotal in ensuring that both in-house and outsourced teams consistently uphold our brand promise, exceed guest expectations, and drive loyalty through premium service experiences. Key accountabilities Daily operations: Oversee the premium team’s day-to-day activities, managing both in-house and outsourced members to ensure seamless service delivery. Performance standards: Define and enforce high-performance criteria tailored to premium guest interactions. KPI tracking: Monitor and analyse team performance against key metrics, with a strong focus on service quality and guest satisfaction. Training & development: Conduct regular workshops and coaching sessions to elevate team skills and optimize service delivery. Communication protocols: Implement clear, effective communication channels between in-house teams and outsourced partners. Escalation handling: Resolve escalated cases from high-value guests promptly, ensuring premium service standards are met. Data analysis: Identify trends, anticipate guest needs, and drive strategic improvements through performance insights. Reporting: Prepare comprehensive reports on team performance, guest feedback, and operational challenges for senior management. Collaboration: Foster a collaborative environment across in-house and outsourced teams to ensure service continuity. NPS enhancement: Develop and implement strategies to boost net promoter score (NPS), strengthening guest satisfaction and loyalty. What we’re looking for Proven experience in contact center leadership with a focus on premium or high-value customer segments. Strong analytical skills with the ability to translate data into actionable insights. Exceptional communication and stakeholder management abilities. A passion for delivering world-class customer experiences. Qualifications Education: Degree-level education preferred, or equivalent professional experience. Customer service experience: Minimum of 7 years in customer service, with a proven track record of delivering excellence. Management experience: At least 3 years of management experience in an inbound/outbound contact center (essential). Industry background: Experience in customer service within the travel sector. Six Sigma certification: Six Sigma Green Belt required; Black Belt certification is an advantage. COPC leadership: Certified COPC implementation leader with hands-on experience in process optimization.
Кто работодатель
В объявлении работодатель не назван по имени курорта.
Этот работодатель ещё не связан с курортом в нашем справочнике, поэтому страницы острова здесь нет. Связь достраивается по названию острова — придумывать курорт мы не будем.