Job Description

About Us:

At dnata we offer full range of ground and cargo handling to inflight catering and retail, as well as travel services. We are by your side for the entire travel experience. With our commitment to excellence, the qualities of efficiency, speed, reliability and flexibility have become the hallmarks of our service. Our deep knowledge stems from the integral role that we play in helping airlines achieve their performance and service quality targets. Providing excellent services, we enhance our customer airlines' reputation by projecting an image of efficiency, quality and reliability to their passengers. We place great emphasis on listening to our customers to ensure that we understand and meet all their specific requirements.

Job brief:

We are currently seeking a dynamic and experienced Assistant Team Lead who will manage the performance and delivery of a team of Contact Centre agents. Responsible for coaching, motivating and achieving team & individual targets including compliance with set standards and procedures to optimize guest satisfaction, achieve revenue and customer service targets.

Job Responsibilities:

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Coach, develop, and manage the performance of a team of agents within the contact center to achieve revenue and customer service targets in support of our overall departmental targets.

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Ensure that team and individual agent performance is at the required standard and maximize the productivity of each individual member. Conduct monthly performance management reviews (one to one's) ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management

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Monitor team compliance to set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, etc.) for inbound calls and back office across all markets/functions in order to ensure guest confidence, satisfaction and loyalty in met.

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Conduct regular team briefings to ensure team members are kept up to date on EY products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance self and team's technical skills

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Ensure that all guest complaints or queries received directly via escalation or from other departments are objectively investigated and are responded to in a timely manner and either where appropriate, recommend or personally take corrective action.

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Ensure you and your team maintain data protection and confidentiality for both Etihad and guests.

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Liaise with other internal contact center teams (e.g. Operations, People support, Quality etc.) regarding issues/areas of common interest.

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Liaise with other departments in the company (e.g. CRC, airports, E-commerce, pricing) on ad-hoc basis to ensure smooth functioning of all processes

Key Dimensions & Related Job Results:

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Direct reports upto 10 based on business requirements and Ops Manager's discretion.

Operating Environment:

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Operates within a fast-moving environment; shifting work pattern; may be required to work outside regular hours

Job Types: Full-time, Permanent

Pay: ?900,000.00 - ?950,000.00 per year

Benefits:

Provident Fund
Schedule:

Rotational shift
Supplemental Pay:

Performance bonus
Application Question(s):

Do you have experience in international Voice process ? if yes , how many years ? As a TL how many years experience do you have ? What is your notice period & current CTC ? Are you comfortable with rotational shift ? Are you fine with the salary range mentioned for this position (9 L PA )?
Work Location: In person