Operations Manager, dnata Global Contact Centre (Bengaluru, India)

At dnata we offer full range of ground and cargo handling to inflight catering and retail, as well as travel services. We are by your side for the entire travel experience. With our commitment to excellence, the qualities of efficiency, speed, reliability and flexibility have become the hallmarks of our service. Our deep knowledge stems from the integral role that we play in helping airlines achieve their performance and service quality targets. Providing world class services, we enhance our customer airlines' reputation by projecting an image of efficiency, quality and reliability to their passengers. We place great emphasis on listening to our customers to ensure that we understand and meet all their specific requirements.

As an Operations Manager you will manage the business unit performance in terms of revenue, productivity and service levels through on-going development and leadership of the team in line with all Company policies and procedures and industry best practices.

In this role you will

• Manage the daily operations of the DTS Contact Centre to ensure that the objectives are consistently met.
• Coach, manage, develop and motivate direct reporting Reservation / Sales Officers (Team Leaders).
• Conduct regular performance reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and to management.
• Analyse call and revenue data to determine operational trends and provide and implement recommendations and solutions to increase sales, service and quality.
• Communicate regular reports to all contact centre employees on the sales, service and quality performance of the Contact Centre against targets, ensuring understanding.
• Continually review internal systems, procedures and processes to ensure resource and operational efficiency, and recommend and implement relevant changes.
• Plan, develop and implement new programs in sales, service and employee satisfaction initiatives in order to achieve Contact Centre revenue, quality and employee satisfaction and attrition targets.
• Collaborate with training to implement development initiatives. Ensure training programs are delivered and result in demonstrable changes, and feedback is provided on program success.
• Regularly communicate with the Mindpearl and Emirates network of Contact Centres and reservation offices to share knowledge, ideas and best practise.
• Interpret information received from DTS senior management and communicate to the operations teams, thereby ensuring that up to date information on products and services is always available.
• Develop, implement and provide guidance and advice on contingency plans and processes. Work with Contact Centre team to ensure guidelines for urgent and unexpected situations are fit for purpose and effective.