Director of government and travel services
Twofour54
Total years of experience :24 years, 1 Months
Manage all elements of contact center and operations related to Guest Experience which include Guest Relations, Guest Transport, VIP team, and call centers to ensure global best-in-class services and customer handling.
Develop, implement and manage strategic and operational objectives for the Etihad Global Contact Centre operations across multiple sites, including geographical and language based strategy for voice and e-mail activity in line with the overall Etihad business strategy.
Ensure the Global Contact Centers deliver optimized revenue generation and consistently high levels of service quality in all its diversified activities within budget.
Mainline responsibility for stewardship of the contact center
Leading, handling and monitoring the productivity of the contact center employees to achieve budgeted goals
Define organizational vision & objectives and shape strategic path for various sections
Be responsible for developing
o And executing long & short term plans to ensure performance and utilization of the contact centers’ key resources
o Career paths for employees, ensuring career growth & development prospects for employees
o And implementing & monitoring Key performance metrics to ensure utmost operational efficiency
o Strategies for the contact center strategies & align them to the overall organizational strategies
Responsible for
o Identifying key risks affecting the contact center as well as assessing impact, severity while developing mitigation
plans to help in overcoming the risks
o Improving and re-engineering practices/processes, driving process standardization etc.
o Leading process audits, establishing strong change management systems etc.
o Identifying & benchmarking against key industry trends
o Focusing on design, review and approval of strategic & operational plans pertaining to corporate business planning
o Devising policies & strategies aligned to divisional objectives
o Implementing plans for accomplishment of sectional objectives including implementation of communication plans
with internal & external entities
o Being involved in definition, monitoring KPIs and reporting on progress & areas of improvements to maintain
productivity and efficiency
o Ensuring prompt resolution of customer issues aimed at maximizing customer satisfaction
o Coordinating with section heads of Technology Support, Training and Customer Care in day to day operations
Conduct research on processes & initiate projects to optimize operations and costs/ budgets
Implement strategic projects to enhance portal usability and users’ satisfaction
Generate various business and other MIS reports to assess the health of the business
Responsible for multiple activities in QA domain in the Contact Center
Be responsible for
o Implementing Quality of Service benchmarks in the Contact Center aligned to Corporate Quality‘s guidelines
o Conducting internal Quality System audits including analysis of performance & productivity reports
o Enhancing productivity of CSR’s, Supervisors through implementation of various motivational programs
o Being involved in collation of statistical reports to generate database of issues and concerns raised by customers
o Conducting workflow analysis of calls and emails to improve operational and service performance
o Preparing analytical reports of calls and emails to provide informative data & solutions to the department head
for accomplishment of operational and service targets
o Evaluating department performance using various assessment models, implemented improvement plans/
projects based on department’s strategies and requirement
Ensure prompt resolution of customer issues aimed at maximizing customer satisfaction
HR