Outsource Operations Manager
Dnata Travel
Total years of experience :26 years, 3 Months
Manage and monitor smooth running of the DTS Contact Centre operation by implementing best practice policies and procedures within the Contact Centre, and lead the Contact Centre team to achieve individual, contact centre and network wide objectives.
Manage the daily operations of the DTS Contact Centre to ensure that the objectives are consistently met.
Coach, manage, develop and motivate direct reporting Reservation / Sales Officers (Team Leaders). Conduct regular performance reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and to management.
Analyse call and revenue data to determine operational trends and provide and implement recommendations and solutions to increase sales, service and quality.
Communicate regular reports to all contact centre employees on the sales, service and quality performance of the Contact Centre against targets, ensuring understanding.
Continually review internal systems, procedures and processes to ensure resource and operational efficiency, and recommend and implement relevant changes.
Plan, develop and implement new programs in sales, service and employee satisfaction initiatives in order to achieve Contact Centre revenue, quality and employee satisfaction and attrition targets.
Collaborate with training to implement development initiatives. Ensure training programs are delivered and result in demonstrable changes, and feedback is provided on program success.
Regularly communicate with the Mindpearl and Emirates network of Contact Centres and reservation offices to share knowledge, ideas and best practise.
Interpret information received from DTS senior management and communicate to the operations teams, thereby ensuring that up to date information on products and services is always available.
Develop implement and provide guidance and advice on contingency plans and processes. Work with Contact Centre team to ensure guidelines for urgent and unexpected situations are fit for purpose and effective.
Carried out opening and closing functions to meet operational needs
underpinning strong customer service.
Worked with clients to address and respond to client and partnership
management issues.
Managed customer relations on ongoing basis to maximize customer
retention.
Assisted with conflict resolution during partnership negotiations and
acquisitions.
Led process improvement and problem-solving efforts to create standard
procedures and escalation policy for customer support team.
Offered internal and external customers first-rate customer service to
maximize satisfaction and business success.
Conducted training and mentored team members to promote
productivity, accuracy and commitment to friendly service.
Reviewed overdue tickets and followed-up with customer support
personnel to resolve root cause of delay.
Managed internal flights cabin crew operational standards and
productivity targets for each flight.
Inspected interior of aircraft prior to, during and after flights to make sure
emergency equipment was in place.
Clearly explained and demonstrated safety and emergency procedures to
the Team prior to takeoff.
Operated in compliance with all airline and federal aviation regulations for
complete compliance with safety and security procedures.
Facilitated communication between flight deck and cabin crew prior to
and during flights to promote smooth operations.
Conducted complete and accurate audits of aircraft following cleaning
and sanitization procedures.
Cross-trained shift staff in various tasks by rotating assignments on frequent
basis.
Answered passengers' questions and provided solutions to issues arising
during flights.
The Applied
The Applied