Head Contact Center

Role & responsibilities

Develop and implement the business strategy and policies for the contact center & ensure it meets its objectives in relation to agreed revenue generation, customer service levels, resourcing, efficiency levels and standards, to develop, implement and plan and manage new revenue opportunities.ie-telemarketing etc. Ensure sufficient staffing levels, that roasters are planned and prepared to cover operations bearing in mind the language requirement, peak periods etc. Communicate all relevant product information to staff, ensure efficient customer service by training the staff to maximize sales opportunities. Constantly review the operations processes, SLAs and manuals and bring in process improvements. Also responsible for recruiting, training, conducting training programs, carrying our performance appraisals of the team . Responsible for budgetary management.

Preferred candidate profile

A graduate with minimum 8 plus years of relevant experience from an Airline/aviation or global travel management organization Contact Centre - must . Must have experience of managing large diverse contact centre with airline reservation/ticket management experience. Knowledge of loyalty program , travel management, airline contact centre management. Should be fully competent to manage and guide mechanised and manual reservations. Should be currently in a senior leadership role and an immediate joiner in Bangalore.