Manager - Contact Centre

Transguard Group was established in 2001 and has diversified significantly, we lead in the fields of Cash Services, Security Services, Manpower Services, Facilities Management & Aviation. Transguard Group is the UAE’s most trusted business support and outsourcing provider and has a large, dynamic and culturally diverse workforce with 50,000 employees! We are currently recruiting for a Manager - Contact Centre for our trusted client in the Aviation industry to be based out of their headquarters in Dubai.

Purpose -

To manage the outsourced contact center and the key operating principles, service standards with the Outsourced Service Provider that will deliver an exceptional service to customers. This involved defining the key integrations required between the outsource service provider into operations while ensuring customer requirements are met throughout the customer journey.

The role will look to ensure quality of service delivery, compliance to relevant standards & requirements across all contact center channels along with the ability to proactively identify trends and work with the service provider to drive efficiency and embed a continuous improvement plan to improve customer experience based on customer insights.

Develop the functional reporting capabilities of the contact center to collect analyze appropriate statistics, performance and reports against set Service levels & KPIs.

Responsibilities-

• Review the overall contact center strategy & develop the required business rules for the contact center and associated platforms (i.e. IVR setup) aligned to the objectives and goals.
• Set the integration requirements between the contact center omni channels to deliver the best customer experience.
• Set the end to end customer contact processes through the different omni channels in line with industry best practice.
• Staying abreast of new practices and technologies, ensuring that we gain and maintain recognition for the quality of customer service.
• Map customer journey across the various contact centre channels. 
• Define the customer requirements throughout different stages of the journey based on the different customer personas
• Identify requirements based on customer requirements and ensure contact centre processes deliver on customer needs.
• Develop and refine contact center promise & commitment marketing messaging.
• Track the monthly expenses and resources performance against contract.
• Liaise with service provider to review and resolve any outstanding queries that have been raised through liaison with internal teams (i.e. LPMS/Operations, etc.)
• Collect and analyze contact center statistics, performance and reports against set Service levels & KPIs.
• Identify trends and work with the service provider to drive efficiency and embed a continuous improvement plan to improve customer experience based on customer insights.
• Monitor performance through mystery shopper and random calls to improve quality, minimize errors and track performance.
• Develop future contact center forecast based on actuals and through comparison with previous forecast.
• Manage internal and external cross functional stakeholder relationships to deliver agreed objectives and strategies and ensure delivery of service requirements.
• Key relationship holder for ensuring activities are delivered through influencing and negotiations and cross functional resources.
• Conducts ongoing communication meetings to ensure full support of activities identified for improvement.
• Ensure the service delivery and compliance to relevant standards & requirements across all contact center channels are followed.
• Oversee the service provider manpower training to ensure operations in-line with relevant standards.

• Minimum 5 years’ experience in defining and establishing contact centers or call centers in a service-oriented industry
• Minimum 7 years’ experience in managing and reporting on cross functional teams within contact center
• Previous knowledge and experience in best practices and emerging trends in establishing contact centers in service-oriented industries, preferable aviation
• Professional experience with Microsoft Office
• Knowledge of performance evaluation and customer service metrics
• Solid understanding or reporting and budgeting procedures
• Excellent stakeholder communication and management skills
• Appreciation of global airport benchmarking and best practice
• Knowledge of airport contact center operations and different channels
• Knowledge of business improvement and quality management
• Advanced stakeholder management skills
• Excellent organizational and leadership skills with a problem-solving ability

This position profile indicates in general the nature and levels of work, knowledge, skills, abilities, and other essential functions expected of an employee. An employee may be asked to perform other duties as required which are within the scope, spirit, and purpose of the position profile. The employee shall also adhere to TRANSGUARD’S information security policies and procedures and the policies and procedures applicable to their area of responsibility.