Airlines - Ground Staff

Description:

Purpose
Monitor phone calls, ensure Call Centre Agents provide excellent customer service when dealing with customers & provide accurate information in a courteous and professional manner.

Key Accountabilities
•Develop the quality standards of the Call Centre.
•Responsible for setting the telephone script for agents to follow on each call. Monitor inbound and outbound calls to ensure: •Right telephone etiquettes are being applied by the Call Centre Agents,
•Follow appropriate hold procedures and

•Perform various types of auditing (Recording, Live, Buddy-buddy, Mystery call) to gather information on the quality issues among agents and provide action plan to resolve the same.
•Conduct follow up with agents regarding quality issues and provide assistance to improve the quality of their individual performance and increase sales revenue output.
•Monitor and score inbound calls taken by Call Center Agents.
•Facilitate calibration sessions with other call centers to ensure scoring accuracy and share best practices for coaching and monitoring.
•Provide recommend on changes and training opportunities for Call Centre Agents to the management.
•Analyze the results of performance per agent, per team in terms of quality, draw conclusions and make recommendations
•Proactively identify trends based on monitoring and provide formalized feedback to superiors based on findings.
•Provide performance feedback to assigned managers.
•Prepare and analyze monthly evaluation quality scores & staff errors once result is received and provide solution with financial impacts.
•Provide training, coaching, feedback, and assistance to Call Center Agents whose performances are below the standard level of performance set by the company.
•Motivate and encourage the Call Centre Agents when under pressure to achieve better results.
•Update the Call Centre Agents with the new policies & procedures for quality and ensure adherence of the same.

Requirements:

Qualifications and Skills
•Preferred: Bachelor’s Degree / Higher Diploma
•Minimum 3 years experience in Call Centre Quality Assurance Department
•Experience with coaching and using a consultative approach towards delivering feedback
•Effective verbal and written communication skills
•Should be proficient in both Arabic and English.
•Proficient in Microsoft Office

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