SAMEA JD - CCD - Customer Contact Team Lead - Level B - MS (J50401) - V1

Customer Contact Team Lead

Reports to : Assistant Manager Customer Contact

Indirectly reports to : Customer Care Manager

Responsible for (Number of positions) : 10

Number of direct reports : 10

Location / Country : Mumbai, India

Department / Section : Customer Care

Employment Condition : Full time Permanent

Job Level : B

Does this position affect safety? - No - If yes, is this position Safety Influencing No - If yes, is this position Safety Sensitive

Purpose

- The Customer Contact Team Lead will coordinate and lead their team in providing consistent quality service to customers and maximising revenue generation through direct selling and ancillary income to achieve their team's sales and service goals, as part of the wider Customer Care Department (CCD) performance objectives.

- Manage the performance of the defined team to contribute to the overall CCD results and deliver the excellent service to all customers.

- Encourage team members to take ownership of service delivery and have their individual contribution to CX.

- Create an atmosphere of respect, ensure that objectives are met and deliver appropriate support to direct reports.

- Motivate the team and lead by example.

- Competencies Knowing our Business Development

- Driving Service and Business Excellence

- Analysis and Problem-Solving Level 2 Customer Focus Level 2

Accountability Level :2

- Collaborating with Others

- Leading the Airline

- Communication Level 2 Leading the Engaging Teams Level 2

- Teamwork and Building

- Partnerships

Level 3

Key Responsibilities Operational leadership

- Leading the team to interact with, and provide consistent excellent "one stop shop" service to customers.

- Leading the team to-, and meet key Customer Contact performance goals in terms of customer satisfaction, quality, productivity and key performance metrics

- Perform regular quality check (QA) in order to evaluate the performance of the team.

- Anticipate escalation and handle complex Reservations and Ticketing related inquiry or case investigation for Head office departments.

- Be the key point of contact for Outports on Reservations and Ticketing related issues, and provide recommendation to resolve problems.

- Provide support to the Customer Support team and take up customer complaint cases based on operational needs.

- Monitor actual operation requirement and reshuffle resources where needed.

- Prepare reports for operational and management analysis.

- Provide effectiveness feedback to Assistant Manager.

- Participate in head office projects and ensure CCD's concerns are been well

addressed and operational needs are being considered in development phases.

People Development and Performance Management :

- Foster excellent teamwork, sense of commitment, reliability and accountability, and provide guidance and support to strengthen the team.

- Ensure that proper training and briefing are provided to the team for ongoing development and keep abreast with up-to-date skills and knowledge.

- Conduct formal performance appraisals of Customer Care Advisors and -Specialists, including annual goal- setting/performance development plan, mid-year and year- end performance review. Support the team in career development, coach and provide continuous feedback for improvement.

- Conduct regular staff meetings and team activities.

E&A

- Emergency and Accident and Crisis Response responsibilities as required

Qualifications/ Experience

- Graduate degree.

- Good command of written and spoken English

- Minimum 5 years' operational experience in customer service field

- Mature with excellent interpersonal and people management skills.

- Interested in facilitating supportive and effective team relationship.

- Ability to manage, train and motivate staff.

- Dynamic personality with a focus on customer service and motivational skills.

- Strong negotiation and problem solving skills.

- Energetic and able to work under pressure.

- Good organisational and time management skills.

- Good knowledge of Altea Reservations system ARD

- Willing to work on shifts (including overnight shifts and weekends)