Airports - Ground Staff

Description:

Ensure highest level of
quality service is delivered to Dnata customers consistently within the local
and regional Contact Centres (UAE and Middle East). Work with Contact Centre
management team in order to ensure development and implementation of quality
standards and processes across the Contact Centres. Own the Change Management
process for the Contact Centres.

Requirements:

Minimum requirements:

‘A’ level education with a minimum
of 1 year experience on the mentioned roleInterpersonal ability, team
management, telephone and customer service skills.Proficient in MS Office
applications i.e. word and excel. Strong verbal and written English
is a must. Spoken Arabic or any other foreign language would be an advantage.

Key Responsibilities
and AccountabilitiesLiaise with relevant departments
across the business to identify areas for quality improvement internally.
Suggest procedure, process or training solutions as appropriate.Implement quality criteria,
standards and processes to ensure understanding and influence motivation in
individuals and teams to achieve the desired quality levels. This criteria,
standards and processes will be developed in conjunction with the Call Centre
Manger (Dnata).Work with the Contact Centre
management team and other Contact Centre staff to devise and implement quality
standards and processes covering all internal and external customer
interactions.Regularly review agent and contact
centre assessment criteria to ensure fit for purpose and in line with
commercial objectives. Ensure that any criteria and quality standard
documentation is up to date and calibrated across the contact centre using
version control.Performance Quality Evaluations
with coaching and feedback to Contact Centre Agents as outlined in the Quality
Manual.Perform regular quality audits
within the Contact Centre to ensure calibration of quality standards is being
achieved, and make recommendations on changes based on the findings of these
audits.Produce quality monitoring reports
and feedback results on trends and coaching opportunities to the Contact Centre
management teams, and make recommendations based on the findings.Identify training needs along with
training department and carry our training gap analysis. Work closely with
training to develop effective and relevant training plans.Be accountable for Change
Management within the Contact Centre, both in terms of communicating and
implementing quality standards and quality process related changes Key Competencies
Customer Service Orientation
Teamwork
Initiative and Commitment to Achieve
Effective Communication
Attention to Detail and Quality

QUALIFICATIONS & EXPERIENCE



Applicants must be willing to work and relocate to Clark, Pampanga.
Applicants must be a Filipino citizen or have a relevant residence status
Bachelor’s Degree holder of 4-year course.
Must be keen to details and problem solving skills.Must have minimum of 2 years experience in the same field.
Must have a minimum of 30 WPM typing speed.
Must have very good written and oral communication skills.
Must be willing to work on shifting schedule.
Must be willing to work on holidays and weekends.

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