Key Responsibilities:

1.Sales & Performance Management:

• Set, define, and drive the sales targets for the team to achieve business goals and maximize revenue.
• Monitor and manage the team’s day-to-day performance, ensuring that operational targets are met.
• Track and analyze sales results, identifying areas for improvement and providing guidance to drive efficiency and performance.

2.Work Scheduling & Roster Management:

• Co-plan work schedules and duty rosters to meet anticipated business requirements and objectives.
• Monitor attendance, leave, and overtime records to ensure compliance with operational needs.

3.Team Supervision:

• Supervise a team of Call Center agents, providing “on the floor” support, guidance, and monitoring.
• Handle traffic for customer inquiries and complaints raised across multiple channels (e.g., telephone, email, chat).
• Ensure that accurate information about products and services is communicated by the team to customers.

4.Performance & Development:

• Conduct weekly performance assessments for individual team members, identifying gaps, and recommending solutions to address performance challenges.
• Work closely with the Supervisor/Manager to develop individual and team development plans, including coaching, mentoring, training, and counseling sessions.
• Lead induction sessions, product knowledge training, and system training for new joiners.

5.Customer Service & Operational Excellence:

• Analyze customer service trends, complaints, and pitfalls to identify areas for improvement.
• Recommend and implement improvements to enhance the customer experience and operational efficiency.
• Contribute to achieving high-quality performance standards and driving sales growth.

6.Technical Support & Maintenance:

•  Ensure all Contact Center technical systems, tools, and equipment are properly installed, maintained, and functioning.
• Develop preventive maintenance programs and provide immediate technical support when workstations experience issues.

7.Additional Responsibilities:

• Perform any other tasks or responsibilities as directed by the Line Manager or Supervisor.
   

Dimensions:Personal Qualities:Strong leadership and team management skills with the ability to motivate and guide a team.Excellent communication skills, both written and verbal, with the ability to build rapport and influence others.Analytical mindset, with the ability to identify problems and propose effective solutions.Ability to work under pressure and handle challenging situations with professionalism.Strong decision-making, problem-solving, and negotiation skills.Customer-oriented with a focus on delivering exceptional service.Ability to maintain a positive attitude and create a motivational environment for the team.Strong interpersonal skills and ability to work collaboratively with colleagues across departments.Flexibility and adaptability in a fast-paced, dynamic environment.Education:Bachelor’s degree in management or a related field, or equivalent qualifications.Experience:Minimum of 4 years of related experience, preferably in a similar role within the aviation industry.Experience with a low-cost airline is a plus.Proven experience working with Call/Contact Center technological systems and tools.Demonstrated success in managing a team, driving sales, and achieving targets.Experience in performance management, including conducting assessments and providing coaching or mentoring.Knowledge of customer service trends, handling customer complaints, and improving operational efficiency.