HR CC Lead Officer
Qatar Airways
Total years of experience :17 years, 4 Months
• Supervising the day to day activities of multinational CSA teams. (60+ FTE)
• Driving operational efficiency, raising customer service levels & maximize sales.
• Organizing work load, allocating tasks, tasking team on daily basis.
• Managing teams and individual performance.
• Communicate directly with BAMs, CAMs, NAMs and key account managers.
• Handle Urgent complaints for VIP and VVIP customers, directly from the CEO office.
• Coach the staff on daily basis and ensure the correct tasks distribution.
• Manage P&L, and ensure profit margin is according to plan.
• Ensure the teams are achieving the required Sales target.
• Design competitions, and create incentives to drive sales performance.
• Identifying areas of the business where improvements can be made.
• Developing policies and maximize efficiency.
• Scheduling staffing levels, planning for holiday and weekend cover in liaison with WFM.
• Monitoring staff attendance and performance levels in liaison with the RTM.
• Involved in the recruitment & interviewing of new staff in liaison with HR.
• Ensuring compliance with relevant performance management ways in accordance with COPC standards.
• Training of new staff, preparing TNA & identifying training requirements of existing staff in liaison with L&D department.
• Ensuring compliance with all relevant security measures in accordance with the ISO 27001 guidelines.
• Supervise the day to day activities of 25+ agents.
• Managing team and individual performance.
• Monitoring staff attendance levels.
• Monitor calls, coach staff, and ensure customer satisfaction.
• Created a knowledge base that helped 200+ FTE.
• Handle complaints and escalations from Irish, English and Australian customers.
Answer Inbound calls, and help customers.