Operation and Call Centre Manager
2 days ago
As an Operations and Call Centre Manager for an airport transfer and limousine company, your scope of work would include the following responsibilities:
1. Operations Management:
- Oversee the day-to-day operations of the airport transfer and limousine services.
- Develop and implement operational policies, procedures, and standards to ensure efficient and smooth operations.
- Manage and optimize the company's fleet of vehicles, ensuring proper maintenance and availability.
- Coordinate with drivers, dispatchers, and other staff to ensure timely and reliable service delivery.
- Monitor and analyze operational performance metrics, identifying areas for improvement and implementing corrective actions.
- Ensure compliance with relevant regulations and industry standards.
2. Call Centre Management:
- Supervise and lead a team of call centre agents, providing guidance, training, and performance feedback.
- Develop and implement call centre strategies and processes to enhance customer service and satisfaction.
- Monitor and evaluate call centre performance metrics, including call volume, response time, and customer satisfaction.
- Implement and maintain call centre technology systems, such as phone systems and customer relationship management (CRM) software.
- Handle escalated customer inquiries or complaints, resolving issues and ensuring customer satisfaction.
- Develop and implement quality assurance measures to ensure consistent service quality and adherence to company standards.
3. Customer Service:
- Ensure excellent customer service experience throughout the entire customer journey, from booking to completion of service.
- Implement strategies to enhance customer satisfaction, loyalty, and retention.
- Handle customer inquiries, complaints, and special requests, providing timely and effective resolutions.
- Collaborate with other departments to address customer needs and improve service quality.
- Monitor customer feedback and reviews, taking appropriate actions to address any issues or concerns.
4. Staff Management and Development:
- Recruit, train, and manage a team of drivers, dispatchers, and call centre agents.
- Conduct regular performance evaluations and provide coaching and feedback to support staff development.
- Foster a positive work environment, promoting teamwork, motivation, and employee engagement.
- Implement training programs to enhance staff skills and knowledge.
- Ensure compliance with employment laws and company policies.
5. Administration and Reporting:
- Maintain accurate records and documentation related to operations, customer interactions, and staff performance.
- Prepare regular reports on operational performance, customer service metrics, and other key performance indicators (KPIs).
- Analyze data and provide insights to drive operational improvements and cost efficiencies.
- Manage budgets and expenses related to operations and call centre activities.
Overall, your role as an Operations and Call Centre Manager would be to ensure the smooth operation of the airport transfer and limousine services, provide excellent customer service, and lead and develop a high-performing team.
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