MAIN OBJECTIVES

Achieve Gulf Air business goals by coordinating the provision of excellent customer service and sales interactions for Gulf Air internal and external customers through training, mentoring and performance managing frontline Reservations Sales Agents.

Ensure team compliance with company requirements through ongoing monitoring, reporting and performance management at all times protecting and promoting the image and reputation of Gulf Air and attending to administrative matters of the department in order to ensure the achievement of KPI targets and other corporate objectives.

General reservations and ticketing queries from individual/Group FFP members and general customers by telephone, online service requests, email and Social media platforms to drive revenue to achieve sales targets and to ensure that customer service meets current benchmarked industry standards.

MAIN DUTIES

1. Motivate and lead WWCC team to support and deliver Gulf Air’s vision and business objectives through building and maintaining a work environment conducive to high morale and effective and efficient performance at WWCC.

2. Look after and manage ‘day to day’ multi channel and activate the contact centre activity at WWCC to ensure agreed service levels are met GF expectation.

3. Set and follow up the monthly sales target related to the call centre agent.

4. Adhere, implement and monitor the set KPI’s by management.

5. Achieve and look after all the operational transaction to ensure efficiencies at WWCC in line with department targets and objectives.

6. Daily management of procedural/operational processes e.g. annual leave, sickness etc.

7. Handle WWCC Agents’ telephone and availability enquires for redemption and revenue bookings accurately and with courtesy in a timely and efficient manner.

8. Handle customer complaints escalated from WWCC Agents and implement appropriate solution and/ or liaise and follow-up with internal GF departments when necessary (i.e. Quick Kill) accurately and with courtesy in a timely and efficient manner.

9. Process Gulf Air passengers’ written enquires by referral to set rules and procedures and generate emails in response to each query accurately and with courtesy in a timely and efficient manner.

10. Monitor and manage individual team member’s schedule adherence (includes punctuality and break adherence) to maintain service level across WWCC, ensuring it does not fall below departmental and corporate expectations. Liaise with Resource Specialists to ensure system records are updated appropriately and accurately.

11. Fairly and impartially monitor and report on agent sales productivity, customer service and general professional workplace performance and behaviours against targets and standards and feedback regularly to ensure optimal opportunity is given to the agents to comply with targets and corporate and departmental expectation.

12. Investigate performance of staff members failing to achieve targets and corporate and departmental expectations and manage in accordance to WWCC Schedule of Penalties and GF Staff Regulations.

13. Escalate irresolvable performance management cases to WWCC Reservations Controller, HR Administration and HR Industrial Relations when necessary to affect timely and efficient resolution.

14. Prepare, implement and document all performance management, action planning, career planning, coaching, communication and feedback on a routine basis (i.e. in counselling sessions, one on ones) etc. to ensure staff achieve target requirements and business goals. Maintain orderly, accurate and up to date soft and hard individual agent records.

15. Conduct regular TNAs (Training Needs Analysis) and liaise with Controller Business Operation and Controller Reservations to prepare, plan and implement product training and booster training sessions for WWCC staff when required.

16. Ensure optimal service delivery to dis-satisfied customers by providing on the job training for agents, empowering them to handle complaints in a timely and effective manner. If required take over escalated dealings with the passenger to contain case and affect timely and efficient resolution of the issue.

17. Acquire and disseminate accurate and up to date product and technical information to staff to ensure accuracy of information delivered to GF customer base.

18. Monitor and direct workflows to ensure efficient processes and procedures are created and modified for improvement.

19. Fault report and liaise with IT support and relevant GF personnel to ensure that identified IT issues are rectified in a timely and efficient manner.

20. Monitor, communicate and handle to gulf air customers via all social media platforms using several applications in timely and efficient manner with providing related reports.

21. Conduct weekly team meetings, monthly one on ones and adhoc ‘chairs in’ meetings to facilitate clear and open communication channels with team to ensure consistency and comprehension of important information and a healthy working environment.

22. Prepare, plan and report to controller Reservations on daily/ weekly/ adhoc basis to ensure clear channels of communication and that management are aware of key issues and events relevant to the achievement of corporate and departmental objectives.

23. Monitor and look after Call Center Agent’s, Special Service Unit and Premium & Corporate Agents daily operational performance, reporting information to Controllers WWCC Reservations with recommendations on any action if required.

EDUCATION

High School Diploma or HND.

EXPERIENCE

Minimum 3 experience in WWCC using Reservations, Sabre Interact, work force optimization tools and CRM systems.