Resource Planning Coordinator
Emirates Airlines
Total years of experience :19 years, 11 Months
• . Proactively address shift and daily operational productivity to ensure agreed network call and multi-media service levels are met. Produce staff schedules and rosters for multiple sites across the Commercial Contact Center network.
• Provides analytical support for database management
• Generate and Collate daily, weekly, and monthly internal client reports
• Recommend and develop new processes, reports and enhancements as required.
• Develop and maintain agent skills database. Regularly liaise with the training and local management teams to ensure agent skill records are up to date and correct so as to ensure calls are routed to correctly skilled agents.
• To provide the highest level of service in order to sell Emirates high value airline tickets and services and to assist premium customers with managing their travel plans. Assist Team Leader and support junior staff.
• Ensure the highest standard of customer service is provided to Emirates customers, provide them with details on Emirates tariff fares and actively issue online tickets and sell related products.
• Issue Emirates tickets to customers ensuring that all necessary airline rules and regulations are incorporated and that the customer request is met in order to provide them with excellent service. Highlight to customers the legal requirements covering their journey such as passport, visa & health requirements and other details such as check-in place and time
• Actively enhance Emirates revenue earnings by providing options to customer on all products and services such as Skywards membership, DBB, Dubai stopovers, hotel bookings and upgraded fares.
• To use excellent leadership skills to ensure the Consumer Care Representatives are providing customer satisfaction with the main objective being customer retention. Communicate with each representative and customer in a clear and concise manner; ensure the handling of every call professionally following the policies and procedures of the client. Focus on coaching and development of agents. Maintain positive employee relations to ensure low attrition and high attendance.
• Associate on a daily basis to review performance, provide any necessary direction or guidance and set goals for future week/month.
• Facilitates daily agent coaching and development sessions and project planning.
• Provide agent support via handling escalated calls.
• Manage financial implications of attrition and attendance by maintaining program specific goals
• Maintain up-to-date employee files and documentation
• Handle customer calls; provide excellent customer service and accurate information to customers, performs other related duties as assigned.
Extra Curricular Activities: Letran Computer Society member Letran Management Society member Letran Football Team (College) Don Bosco Makati Football Club (Member) Knights of the Altar (high school)