<div><div style=”padding:10.0px 0.0px;border:1.0px solid transparent”><div style=”font-size:16.0px;word-wrap:break-word”><H2 style=”font-size:1.0em;margin:0.0px”><b>Job Purpose</b></H2>
</div><div><p style=”text-align:justify”><span><span><span><span><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”><span style=”color:black”>To guide, supervise and monitor a team of Call Center agents in terms of operations and sales, providing accurate information in response to enquiries about products and services, making bookings, identifying and resolving problems and customer complaints, preparing and executing action plans; to drive the teams to achieve objectives by maximizing sales and enhancing customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures.</span></span></span></span></span></span></span></p></div></div><div style=”padding:10.0px 0.0px;border:1.0px solid transparent”><div style=”font-size:16.0px;word-wrap:break-word”><H2 style=”font-size:1.0em;margin:0.0px”><b>Key Result Responsibilities</b></H2>
</div><div><ol>
<li style=”text-align:justify”><span style=”font-size:11.0pt”><span><span style=”font-family:Calibri, sans-serif”><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>Defines/sets and drives the sales targets of the assigned team to achieve business goals and maximize profit by developing efficiency and providing guidance on best practices.</span></span></span></span></span></li>
</ol>
<p style=”margin-bottom:8.0px;margin-left:48.0px;margin-top:8.0px;text-align:justify”> </p>
<ol start=”2″>
<li style=”text-align:justify”><span style=”font-size:11.0pt”><span><span style=”font-family:Calibri, sans-serif”><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>Co-plans work schedules and duty roster for assigned Inbound team (rotational) to meet anticipated business requirements and objectives, monitors adherence, attendance, leave and overtime records. </span></span></span></span></span></li>
</ol>
<p style=”margin-bottom:8.0px;margin-left:48.0px;margin-right:27.0px;margin-top:8.0px;text-align:justify”> </p>
<ol start=”3″>
<li style=”text-align:justify”><span style=”font-size:11.0pt”><span><span style=”font-family:Calibri, sans-serif”><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>Supervises a team of Call Center agents; monitors the day-to-day performance of the assigned team to ensure smooth operations; manages/handles traffic in </span></span><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>customers’ inquiries and complaints raised from different</span></span><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”> channels such as: telephone calls.</span></span></span></span></span></li>
</ol>
<p style=”margin-left:48.0px”> </p>
<ol start=”4″>
<li style=”text-align:justify”><span style=”font-size:11.0pt”><span><span style=”font-family:Calibri, sans-serif”><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>Ensures accurate information on products and services are communicated through the team; monitors performance in terms of sales and achieving revenue.</span></span></span></span></span></li>
</ol>
<p style=”margin-bottom:8.0px;margin-left:48.0px;margin-top:8.0px;text-align:justify”> </p>
<ol start=”5″>
<li style=”text-align:justify”><span style=”font-size:11.0pt”><span><span style=”font-family:Calibri, sans-serif”><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>Assists the Supervisor- Inbound/Manager in the daily operations by providing on “Floor” guidance, support, and monitoring to Call Center agents.</span></span></span></span></span></li>
</ol>
<p style=”margin-left:48.0px”> </p>
<ol start=”6″>
<li style=”text-align:justify”><span style=”font-size:11.0pt”><span><span style=”font-family:Calibri, sans-serif”><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>Creates a challenging and motivational environment to reduce pressure and drive the assigned team achieve their individual/group targets. Monitors communication such as random calls, minimize errors and track operative performance thereby increasing sales. </span></span></span></span></span></li>
</ol>
<p style=”margin-bottom:8.0px;margin-left:48.0px;margin-top:8.0px;text-align:justify”> </p></div></div><div style=”padding:10.0px 0.0px;border:1.0px solid transparent”><div style=”font-size:16.0px;word-wrap:break-word”><H2 style=”font-size:1.0em;margin:0.0px”>Key Result Responsibilities – Continued</H2>
</div><div><p style=”text-align:justify”><span style=”font-size:11.0pt”><span><span style=”font-family:Calibri, sans-serif”><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>7. Manages individual’s/team’s performance assessment reports on weekly basis to highlight pitfalls, identify gaps and recommend best approaches and methodologies to be adopted to bridge those gaps</span></span></span></span></span></p>
<p style=”text-align:justify”> </p>
<p style=”text-align:justify”><span style=”font-size:11.0pt”><span><span style=”font-family:Calibri, sans-serif”><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>8. Partners with Supervisors/Manager to develop individual/group development plans to enhance the performance of the team, including: coaching, mentoring, counselling, training courses, etc. Conducts induction sessions, product knowledge and system trainings, as well as assessments for new joiners.</span></span></span></span></span></p>
<p style=”margin-bottom:8.0px;margin-left:48.0px;margin-top:8.0px;text-align:justify”> </p>
<p style=”text-align:justify”><span style=”font-size:11.0pt”><span><span style=”font-family:Calibri, sans-serif”><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>9. Identifies trends in customer service; analyzes pitfalls and complaints; recommends improvements to enhance customers’ experience and implement best practices in services and operating procedures thus contributing to achieving/maintaining high quality in performance in workflow to increase sales. </span></span></span></span></span></p>
<p style=”margin-bottom:8.0px;margin-left:60.0px;margin-top:8.0px;text-align:justify”> </p>
<p style=”text-align:justify”><span style=”font-size:11.0pt”><span><span style=”font-family:Calibri, sans-serif”><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>10. Ensures all Contact Center technical facilities, systems, tools and equipment (computers, telephones, headsets, etc.) are properly installed, and maintained in coordination with suppliers and IT division.</span></span></span></span></span></p>
<p style=”margin-left:48.0px”> </p>
<p style=”text-align:justify”><span style=”font-size:11.0pt”><span><span style=”font-family:Calibri, sans-serif”><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>11. Develops preventive maintenance programs and immediate technical support to all work stations when not fully operational. </span></span></span></span></span></p>
<p style=”margin-left:48.0px”> </p>
<p style=”text-align:justify”><span style=”font-size:11.0pt”><span><span style=”font-family:Calibri, sans-serif”><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>12. Performs any additional responsibilities as advised by the Line Manager/Supervisor.</span></span></span></span></span></p></div></div><div style=”padding:10.0px 0.0px;border:1.0px solid transparent”><div style=”font-size:16.0px;word-wrap:break-word”><H2 style=”font-size:1.0em;margin:0.0px”><b>Qualifications (Academic, training, languages)</b></H2>
</div><div><ul>
<li style=”text-align:justify”><span><span><span><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>Bachelor’s degree in Management or equivalent.</span></span></span></span></span></li>
<li style=”text-align:justify”><span><span><span><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>Capable of using technology systems and tools; proficient in Microsoft Office.</span></span></span></span></span></li>
<li style=”text-align:justify”><span><span><span><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>Fluent in English & French Languages..</span></span></span></span></span></li>
</ul>
</div></div><div style=”padding:10.0px 0.0px;border:1.0px solid transparent”><div style=”font-size:16.0px;word-wrap:break-word”><H2 style=”font-size:1.0em;margin:0.0px”><b>Work Experience</b></H2>
</div><div><ul>
<li><span><span><span><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>2+ years of related working experience in a similar role, preferably in aviation; experience with low cost airline is a plus.</span></span></span></span></span></li>
<li><span><span><span><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>Knowledge in Call/Contact Center technological systems and tools.</span></span></span></span></span></li>
<li><span><span><span><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>Proven skills in analyzing data, identifying pitfalls and recommending effective solutions.</span></span></span></span></span></li>
<li><span><span><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”><span style=”color:black”>Capable of identifying problems and immediately reacting to situations of the different nature such as angry customers, complaints and special requests.</span></span></span></span></span></li>
<li><span><span><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”><span style=”color:black”>Capable of understanding customers’ problems and direct them in the right channel.</span></span></span></span></span></li>
<li><span><span><span><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>Cost-oriented, possesses effective persuasive, negotiation, problem solving and decision making skills.</span></span></span></span></span></li>
<li><span><span><span><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>Ability to use a balance of technical expertise, and interpersonal relations to execute new initiatives that support company’s objectives.</span></span></span></span></span></li>
<li><span><span><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”><span style=”color:black”>Possesses effective communication skills that enable him/her utilize in building sales and marketing techniques.</span></span></span></span></span></li>
<li><span><span><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”><span style=”color:black”>Ability to work for long working hours and under pressure.</span></span></span></span></span></li>
<li><span><span><span><span style=”font-size:9.0pt”><span style=”font-family:'Arial', sans-serif”>Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.</span></span></span></span></span></li>
</ul>
<p style=”margin-left:24.0px”> </p></div></div></div>
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