Manager Quality, Communications and Compliance- Global Contact Centres
Etihad Airways
Total years of experience :25 years, 0 Months
• Plan, develop and implement quality measures and standards for all work types within the global contact centres, working within industry standards and guidelines.
• Evaluate, re-engineer and establish contact centre process maps to ensure consistently high levels of service quality and first call resolution. Review and regularly audit all global contact centres against Standard Operating Processes.
• Introduce, establish and manage a change process for the Global Contact Centres including the analysis, the scope and expected benefits of submitted changes from the centres. Communicate with stakeholders from a knowledge and process perspective. Coordinate regular communications with the stakeholders department or station and the agents within the contact centres prior to introduction. Work closely with clients to identify their needs and challenges and provide Solutions-oriented timelines.
• Benchmark and make recommendations to influence KPI’s based on industry ‘best in class’. Manage the guest experience against benchmarked KPIs for the Etihad Global contact centre service levels e.g. speed on answer, average handling time, first call resolution etc.
• Ensure that all quality measures and standards are communicated to 600 FTE and understood by all members; share rationale behind these measures and standards to motivate team members and invite ownership of the guest experience.
• Plan and conduct regular quality audits with Quality specialists in each of the centres to monitor compliance to agreed service quality levels and identify gaps & areas for improvement.
• Manage the Quality and Communication team, review calls to measure quality of customer service and adherence to company policies & procedures; identify root cause of problems, trends and recurring problems; identify high and low performers. Initiate regular cross centre calibration sessions to ensure consistency and integrity of scoring
• Conduct analysis of call activities and prepare reports on performance, trends & common problems with recommendations for addressing performance and process issues. Provide feedback to Global Support Team to ensure ongoing continuous improvement from initial training right through the agents career within the contact centres
• Coordinate and investigate customer complaints or feedback received from Guest Affairs and senior management.
• Manage the global contact centres communications strategy including maintaining and improving the GCC Intranet ‘icontact’, newsletters, emails and updating the website. Maintain the relationship with Marketing, Res. Services, Sales, Product, Corporate Comms and other key stakeholder departments to ensure integrity of all information relating to promotions, product and operational updates.
• Manage communication and the contact centres response to support ERC and any disruption.
• Ensure full compliance with all data protection and PCI regulations.
• Ensure that the Global Contact Centres are well represented by a GCC Sabre Subject Matter Expert at all Sabre stakeholder meetings
• Plan and prioritise business objectives to meet the business targets within the defined timelines vis-à-vis the needs of customers in both domestic and international markets.
• Recruit, develop and manage team members’ performance.
• Drive customer centricity as an integral part of the performance behavior in the workplace. Define and implement procedures that support the highest level of customer service standards to encourage loyalty and promote customer satisfaction.
• Ensure timely communication of any procedural changes to the team
• Monitor performance gaps, identify trends and manage performance in liaison with other sections within Contact EY (quality & communications, operations, etc.) and/or with other EY departments (HR, L&D, etc.)
• Manage on-going relationships with country managers to better understand their business requirements, review and monitor Contact EY’s performance, develop and implement solutions to meet the outstations’ needs efficiently.
• Reduce overall cost through development of current and new revenue streams, better understanding of operational requirements matched to tactical and promotional initiatives.
• Develop and implement on-going process improvement.
• Lead market intelligence studies and ongoing research and development to identify market trends and ensure alignment with industry best practices.
• Prepare and submit periodic performance reports to Manager Global Contact Center.
• Support ad hoc projects as required.
• Motivate, coach, inspire and develop team members.
• Create the plan to achieve the task - deliverables, measures, timescales, strategy and tactics.
• Monitor and maintain overall performance against plan.
• Work closely with clients to identify their needs and challenges and provide Solutions-oriented timelines.
• Familiarize the team with the customer’s needs, specifications, design targets, the development process, techniques and tools to support task performance.
• Identify & meet group training needs.
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