Coach, develop and motivate a team of Customer Sales and Services Agents and Senior Customer Sales and Services Agent to achieve individual and contact centre targets and objectives. Assist the Manager in driving improved overall performance in the department.Job Outline:

• Coach, develop, and motivate a team of agents within the contact centre. (Sales, telephone handling techniques, system operation and product knowledge).
• Manage the day to day operations of the team and ensure that all customers are provided with excellent customer service.
• Ensure that sales policies and contact centre procedures including the use of reservations sales systems are clearly understood, applied and adhered to by the team. Conduct regular team briefings to ensure that the team is aware of new products, policies and procedures as and when they are introduced.
• Monitor the discipline, grooming and conduct of the team.
• Ensure that team and individual agent performance is at the required standard and maximise the productivity of each individual member. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.
• Ensure that all customer complaints received are objectively investigated and liaise with team members, internal teams and management to recommend remedial/corrective action.
• Provide necessary on job instructions and training to staff and new joiners and regularly conduct briefings to update the team on necessary operational changes. Delegate tasks based on ability of the staff, ensuring whenever possible a fair and even distribution of work among the team.
• Through coaching and quality monitoring identify team and individual training needs and recommend appropriate training programs. Ensure that the training delivered to the team is put into effect and feedback given on the program success.
• Measure employee satisfaction and recommend initiatives to increase

Customer Service.Call Centre : 3+ YearsVocational or Diploma (12+2 or equivalent) :Experience Minimum 3 years airline sales and contact centre experience. Coaching and people development. Knowledge/skills Working knowledge of contact centre and airline industry procedures and methodology. Standard Fares and Ticketing courses, Skywards and MARS reservations systems. Excellent interpersonal, telephone and customer service skills. Ability to work in a busy sales team environment. Selection skills training. PC based skills to operate Windows package such as Microsoft Word/ Excel/ E-mail. SkyCargo: Knowledge of cargo tariffs, IATA regulations, SkyCargo systems, policies & procedures, import and export rules and regulations. Trained in dangerous goods acceptance & live animal regulations. Other languages besides English ArabicJoin us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. Thats on top of transport benefits, life insurance and more. Find out what its like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careersJoin us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on whats it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays. Find out more about working with us in our website www.emirates.com/careers

Emirates SkyCargo