Call Centre Management
Implement and manage call centre operations to address queries and needs of customers
Type
Domain
Competency Area
Customer and Passenger Services
Levels
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