Contact Center Operations Manager – Royal Jordanian Airlines

  • Manage telephony network

  • Ensure service levels and agreed telephony provisions are met to deliver stability and system confidence to customers
  • Manage the delivery of agreed initiatives to enhance the customer experience
  • Liaise with vendors and develop new technologies to meet customer contact demands through multimedia applications

  • Reporting and Analytics

  • Develop and implement analysis tools and methodologies which lead recommendations for business and client growth strategies
  • Drive continual efficiency, accuracy and integrity improvements
  • Manage the analysis and relevance of daily, weekly, monthly and ad hoc Contact Centre and Management Team reporting tools.
  • Provide detailed analysis of performance data and center statistics to identify trends and opportunities to drive efficiencies in performance, resource utilization and customer growth

  • Develop, plan and execute strategic workforce planning

  • Negotiate with existing and potential clients on the business ability to service and grow revenue streams by providing efficiency in operational performance.
  • Identify, evaluate & address staffing implications of business strategies and plans, as well as highlight potential issues and threats
  • Lead forecasting, modelling and analysis to identify gaps with current state and implement a program of recommendations, plans and actions to bridge the gaps
  • Participate with management on workforce strategies, analyses and issues

  • Budget

  • Prepare manpower budgets, forecast and utilization at a client level to address revenue growth and margin management.
  • Find efficiencies in operation to maximize margin and promote client growth.


Job Details

Posted Date: 2018-03-08
Job Location: Amman, Jordan
Job Role: Customer Service and Call Center
Company Industry: Airlines/Aviation

Preferred Candidate

Career Level: Management
Nationality: Jordan
Degree: Bachelor's degree

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