Job Summary:
Experience in Travel and Tourism Industry is a MUST.
Duties & Responsibilities:
* Leading the smooth operation of providing our customers with the needed support through our various channels (Phone, email and chat).
* Responsible for achieving sales targets & call center metrics.
* Designing the KPI’s of the various operational functions to serve the higher objectives.
* Develop service procedures, policies and standards.
* Analyze operational data to overlook trends as well as to take data driven decisions.
* Recruit, mentor, coach and develop operational teams and nurture an environment where they can excel through encouragement and empowerment.
* Keep ahead of industry developments and apply best practices to areas of improvement.
* Preparing reports and analyzing contact center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
* Determines contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
* Maintains and improves contact center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
* Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
* Proven experience in managing a contact center or customer support team in an online travel or e-commerce environment.* Knowledge of the travel industry, including familiarity with booking systems, travel products, and customer trends.* Ability to handle high-pressure situations and customer escalations with professionalism and composure.* Strong data analysis skills to make data-driven decisions and improve contact center performance.* Experience in implementing customer service strategies and best practices.* Proficiency in using customer relationship management (CRM) tools and contact center software.* Excellent project management skills to oversee multiple initiatives and process improvements.* Demonstrated ability to foster a positive work culture that encourages teamwork, productivity, and employee growth.* A commitment to maintaining high standards of service quality and customer satisfaction.* Strong written and verbal communication skills in English. * Flexibility to work evenings, weekends, or holidays as needed to support 24/7 customer service operations.* Relevant certifications or training in contact center management or customer service leadership is a plus.