service manager——-- flight en share center.

Role overview

The role falls under the EN service team which covers all the CS contact centers across the globe which mainly provide service to English speaking customers in flight, hotel and new products business.

As the service manager (share center), you will play the critical role leading a multi-functions team covering the areas of workforce management, quality, knowledge management and data analysis, excellent leadership is expected to enable the team generating insights in different aspects

Close collaboration with OPS and other functions is required to integrate perspectives and ultimately support OPS driving excellent service and beneficial business outcomes

Key Responsibilities

To be accountable for ensuring that all operational performance measures are consistently achieved/exceeded;

Maintain and improve customer satisfaction across all channels and products;

Measuring performance of the key team members against SMART objectives and behavioral competencies, identifying areas for improvement and personal development through one to one coaching and devising appropriate action plans;

To develop, identify, grow and maintain talent by embedding a high-performance culture, providing regular feedback and coaching and ensuring strong succession plans are in place;

Overall responsible for the planning, scheduling and real-time management of headcount resources for the CS centers in the region of EN service

Act as the main point of contact for the global WFM team, to generate realistic and effective staffing forecast plans and achieve alignment in staffing, scheduling and planning activities

Collaborate with HR to align recruitment activities with staffing plans

Be responsible to deploy quality monitoring programs and strategies, evaluation methods and frameworks

Provide inputs and collaborate with OPS to drive excellent quality result

Conduct in-depth analysis and maintain awareness of operational situations to highlight risks and performance improvement opportunities to stakeholders within the regions.

Analyze, interpret and report to the Service Director on performance statistics

Lead KA to engage employees share qualitative feedback and further liaise with other functions for realizing ideas which can be beneficial for the business.

Developing excellent working relationships across all functions within the business and management of conflict situations

Qualifications

5-8 years of experience in customer service, contact center or operations management

Strong leadership and people management skills including managing functionally and culturally diverse teams

Proven track record in driving positive performance results, managing learning and quality and knowledge team

Strong analytical, planning and problem-solving skills and demonstrated ability to drive change and continuous improvements

Excellent written and verbal communication skills in English

Understand different cultures, international background or worked in international environment is preferred.

COPC/6 Sigma/PMP experience is preferred.