Shift Leader.Contact Centre at Kenya Airways

Job description

• To lead, guide and support the Contact Center Team to ensure delivery of quality Customer Care, Revenue Generation and ensure timely & accurate Ticketing
• To drive Efficiency within the Contact Center in liaison with the Quality & Reporting Analysts and other business units
• To monitor and manage the changing needs of the Customer, making recommendations for service improvement and implementing those improvements to the satisfaction of Customers/Business
• To timely prepare and compile daily Operational reports in liaison with the QA & Reporting Analysts. Analyze and utilize these reports to guide the Operations
• To uphold integrity, safety and security standards for the office to safeguard company resources

Additional Details

• Ensure Call Service Levels and Efficiencies are achieved (80% - SL, 90% - Efficiency)
• Customer correspondence/enquiries to be responded to within 12 hours
• Ensure revenue generation as per set targets
• Adherence to processes and procedures ensuring no loss of revenue to KQ
• 100% accuracy of ticketing and feedback information given to Customers
• Ensure coaching of CC Agents and documentation of the same (bi-monthly)

Qualification

• O’ or ‘A’ level of education
• Diploma or Business degree
• Experience in leading a Team in a Call Centre environment
• IATA/UFTAA Diploma/intermediate to advance airline fares and ticketing course
• 3 years airline experience in sales and ticketing / Contact Center environment