Brief DescriptionThe overall purpose of this role is to lead a team of customer excellence centre agents to provide superior customer experience while handling inbound and outbound contacts. The incumbent will be the point of contact for all team members. Key objective isto drive revenue, develop team and ensure adherence to set quality standards and service level expectations for business impact.Detailed DescriptionLead, guide and coach members to ensure quality and effective handling of calls, emails, chats and accurate ticketing.Audit tickets issued by reservations/FB team on a daily basis to ensure accuracy and integrity hence safeguard against fraud.Real-time monitoring of all contact channels to ensure high efficiency levels and service excellence (Calls, Emails and Chats)Ensure agents have access to support tools, equipment, systems and stationery for effective performance.Ensure agents are knowledgeable on fare rules and service charge and advise customers correctly.Conduct continual evaluation of processes and procedures to inform improvement efforts on efficiency and operations.Foster a conducive and positive work environment to promote team motivation for high level performance.Handle all escalations from agents to successful conclusion.Ensure an up to date refund/reversal tracker and proactive update of status to customersUphold safety and security standards for the office to safeguard company resourcesForecast call volumes and plan daily staffing levels whilst managing schedule adherence, leave days and training absenceCall back loyalty members who redeemed tickets to confirm request and inspect fraudulent activities.Monitor for tickets re-issued and with name change and report any suspicious activity to Customer Excellence & Relations ManagerEffectively liaise with other departments to resolve customer complaints beyond purviewConduct call, email and chat review sessions with individual team member on a regular basis. The audits should be captured on the quality review forms with input from both Team Lead and AgentHave the VPM, Sales and Call Traffic board updated at all timesParticipate in project management.Represent customer excellence centre in interdepartmental meetings and provide feedback an agreement reachedJob RequirementsDegree in related Field O' or 'A' level of educationIATA/UFTAA Diploma/intermediate to advance airline fares and ticketing course3 years airline experience in sale and ticketing/ Contact Center environmentAbility to lead/guide and make decisionsAbility to drive performance in a Contact Center environmentAdditional DetailsTeamplayerGood communication skillsExcellent KQ product knowledgeHigh level integrity/accountabilityPositive attitude and Customer oriented
