Call Centre Management

Implement and manage call centre operations to address queries and needs of customers



Competency Area

Customer and Passenger Services


Provide assistance to customers and handle customer enquiries in the call centres

Follow SOPs while attending to inbound calls and enquiries

Guide or assist customers through the reservation processes

Escalate unresolved calls to superiors

Provide member services to premium customers

Resolve escalated customer issues and suggest actions to meet the needs of customers

Follow up and resolve pending customer calls

Prepare incident reports with details of actions taken

Monitor queues and track inbound calls

Mentor and guide team members to handle enquiries and solve customer problems

Supervise and coach customer service teams to deliver expected service standards

Gather and evaluate feedback from call monitoring

Assess customer feedback and complaints to identify training needs

Develop customer service training curricula and materials

Coach staff to deliver expected customer service standards

Schedule the rosters of customer service teams to manage daily targets

Administer day-to-day operations of call centre teams

Review and recommend new business opportunities for the airlines

Develop call centre operational strategies

Develop call centre operational strategies

Collaborate with relevant stakeholders and/or departments to enhance customer call centre experience and develop new market offerings for customers

Project call volumes and allocate sufficient manpower resources to meet call volumes demand

Benchmark call centre operations against international standards

Develop action plans to enhance call centre operations