MAIN OBJECTIVES

Achieve Gulf Air business goals by ensuring the provision of excellent customer service and sales interactions for Gulf Air internal and external customers 24/7 at WWCC.

Mentor and manage WWCC Team Leaders, WWCC Agents and Central Reservation Analyst through feedback, training and performance management to ensure their compliance with company requirements and protect and promote the image and reputation of Gulf Air.

Direct all the available resources towards maximum revenue optimization through appropriate systems facilitation and directing the mechanism of yield management and capacity control to drive the company business into profitability.

Manage and guide the handling of all booked passengers to secure all their reservations services requirements and being protected on the best convenient alternative flights in case of schedules disruption or changes.

MAIN DUTIES

1. Motivate and lead the WWCC operation team to support and deliver Gulf Air's vision and business objectives through creating and maintaining a work environment conducive to high morale and effective performance at WWCC operation.

2. Ensure the commercial success of the WWCC full operation, through ensuring Team Leaders performance by monitoring the Agents' revenue generation and daily performance KPIs against their targets. Escalate performance management cases to HR Administration and Industrial Relations when required.

3. Fault report and liaise with IT support and relevant GF personnel to ensure that identified IT issues are rectified quickly and efficiently.

4. Liaise with HDQ and Outstations to facilitate seamless communication and updates regarding GF processes and procedures.

5. Prepare, plan and implement product training to Team Leaders and booster training sessions to WWCC staff as needed.

6. Monitor and direct workflows to ensure efficient processes and procedures are created, modified, adhered to and incorporated into WWCC Standard Operating Procedure.

7. Perform quality and standards assessment of WWCC operations performance, processes and procedures to ensure the efficiency of WWCC service and administration.

8. Participate in WWCC operations new hire and internal recruitment selection processes to assist in ensuring candidates with appropriate knowledge base skill-sets and attitudes are selected to join WWCC operations team.

9. Conduct formal appraisals with the Team Leaders and Agents to ensure standards are met and understood by WWCC Staff.

10. Plan and conduct regular weekly/ monthly formal and informal meetings with Team Leaders to ensure consistency of feedback and information disseminated to and from staff.

11. Monitor career and training progress of individuals within WWCC agents & team leaders to ensure staffing and skill levels meet requirements. Provide guidance and recommendations on staff development and future opportunities resulting in effective succession planning.

12. Plan and report to Manager WWCC on a daily/ weekly basis to ensure clear channels of communication and that management are informed of key issues and events relevant to achieving business goals and Standard operating procedure.

13. Observe sales and service trends and provide daily/ weekly/ monthly trend analysis reports to Manager WWCC.

14. Receive, resolve and report on regular and escalated customer feedback and investigate and provide the optimum solution to protect and maintain GF customer base and business goals.

15. Responsible for developing, implementing and maintaining all the available resources being work systems or procedures to generate optimum revenue.

16. Responsible for ensuring that all the forms of capacity control are based on logical historical information to measure the flights performance in the past and the future forecast. This is to act on processing the sales through facts reality rather then being on assumptions.

17. Ensure the source of all work-related information in any form or the works systems analysis are accurate, logic and meaningful. This is to base all the work business judgments and management decisions on dependable factors.

18. Guide revenue management team to issue/update bulletin relevant to GF disrupted operations.

19. Evaluate and authorize where necessary flight cancellations due to commercial purposes.

20. Attending and participating in conferences, seminars, workshops, presentations, meetings and training to gain experience, be up-to-date with the latest work related information technology, participate and present the works achievements, regulations and policies where applicable.

21. Manage and guide the handling of disrupted flights schedule and their affected passengers resulted from operational technical reasons or others to arrange the best convenient alternative. This is through coordination and authorization for flights cancellation, diversion, rerouting, delaying, changing of aircraft, combining flights or cabins, operating extra flights or ferry flights plus maximum overbooking where applicable to ensure all the affected passengers are protected on the most convenient flights and for the recovery of the network schedule.

22. Monitor and ensure all the affected bookings from the seasonal or ADHOC schedule changes are properly re-accommodated on the best available alternative flights and all the passengers are advised of the changes through their booking sources. This is to avoid any on departure disruption and avoid complaints.

23. Authorize tickets endorsement to other airlines at Gulf Air expense for the affected passengers from flights operational disruption or schedule changes when no convenient or acceptable alternative solutions are available on Gulf Air flights.

24. Recommend development in coordination with System Support Section and IT personals to keep all the systems in use are up-to-date with the latest technology to facilitate more features for the users and the customers and management reports, plan in coordination with Systems Support Section and the internal IT for an immediate back up and solution in case of any plan or a sudden job systems failure or major error.

25. Involvement in system projects with IT, FFP, customer care, Finance etc. teams to develop and enhance integrated systems.

26. Evaluate systems recommended internally or presented by outside vendors related to the job if beneficial to the company business.

27. Handle all the complicated day-to-day reservation matters related to any part of the section job internally, with other departments, outstations and Other Airlines for authorization and customers' convenience.

28. Ensure the overall performance of the entire section is systematized and efficient through the availability of maximum staff, works performance and the services offered at a given standard and compliant with the Company's policies and rules and regulations.

29. Coordinate with the team leaders to monitor and report all WWCC operations in terms of ticketing, exchange, STPC (stop over), Inadmissible tickets, refund, flights upgrade, baggage issuance, Ancillaries, and flight disruption.

30. Ensure smooth handling of medical requests through GF medical, Stations and the CRC team.

31. Monitor all gulf air social media platforms and generate required reports to enhance the customer experience.

32. Ensure to handle GF Taylor made stop over packages booked via gulf air or other distribution channels.

33. Monitor and ensure an efficient flow of handling gulf air website ticketing and services with optimal outcome and Handling gulf air website errors and make sure to escalate it to the related team.

34. Verify the payment gateway issues and convey them to the concerned team.

35. Handling and verifying Audit points raised by the external audit team aligning with the company policy in terms of issuing ADM (agent debit memo) for short collections.

36. Coordinate, follow up and generate all required reports, processes, guidelines, systems to the internal Audit team and work to rectify the highlighted audit summary points.

EDUCATION

Bachelor's degree preferably in business administration/management.

EXPERIENCE

Minimum 7 years of experience covering Customer Services environment, Call Centre, Reservations, SABRE, CRM, Ticketing.

Minimum 3 years of team leadership experience essential.