Responsible to achieve the budget (Sales, Revenue, Cost, and Contribution). Ensurethat the product mix of air vs. non‑air is in line with the overall department's strategy andescalate any corrective measure to the Management.Responsible for the effective utilization of manpower and technology resources allocated to maintain high service levels to the customers (internal & external). Monitor queries andensures the materialization of quotation to increase the overall… Show more Responsible to achieve the budget (Sales, Revenue, Cost, and Contribution). Ensurethat the product mix of air vs. non‑air is in line with the overall department's strategy andescalate any corrective measure to the Management.Responsible for the effective utilization of manpower and technology resources allocated to maintain high service levels to the customers (internal & external). Monitor queries andensures the materialization of quotation to increase the overall productivity and theefficiency of the consultantImplement the specified action plan for servicing inquiries, bookings, and reservations fornew and existing clients in order to ensure that service turnaround times are maintainedwhile enhancing all possible opportunities for the maximization of revenue.Identify areas of constant improvement for the Call Center schedule.Create, review and revise schedules for each queue to achieve Service Levels.Analyze Call Center trends including call volumes, call patterns, staff productivity.Responsible for the training of all staff in his/her team ensuring that technical skills for allstaff are in line with department standards for the accurate issuance of all documents bystaff concerned, ensuring there is attention to detail and quality. Further responsible for thetimely reporting and accounting of all documents.Continuously review internal processes and procedures and provide recommendations forprocess improvements and cost savings to the operations Manager. Ensure that corporate,departmental, and unit‑level policies and regulations are understood, implemented andmonitored at all times, by both the job holder and the staff assigned, while maintainingproductivity and morale.Liaise with the Non‑Air team regularly to ensure all relevant information such as updates ofthe products, services and special promotions are communicated to staff so that revenueand customer service opportunities can be maximized. Show less

Manage Team members, prepare work schedules and assign specific duties and tasks todeliver business objectives.Preparing Daily, Weekly, and Monthly Operations reports for operations support.To provide support to my teams through individual reviews, Mentoring, and Group Training.Providing guidance to management by identifying weak areas and initiating ideas toimprove operational functions.Preparing spreadsheets and PowerPoint presentations as… Show more Manage Team members, prepare work schedules and assign specific duties and tasks todeliver business objectives.Preparing Daily, Weekly, and Monthly Operations reports for operations support.To provide support to my teams through individual reviews, Mentoring, and Group Training.Providing guidance to management by identifying weak areas and initiating ideas toimprove operational functions.Preparing spreadsheets and PowerPoint presentations as assigned.Analyze the Process gap & prepare an action plan to fill & Monitor while assisting withproblem resolutionCoordination with different departments to solve Pending/Escalated Cases within SLA(Service Leven Agreement).Maintaining effective working relationships with Operations and IT.Provide problem resolution and escalations as necessary to achieve a satisfactory outcome.Completes other projects and duties as assigned.Manage all customer escalations in order to resolve customer issues in a timely manner.Develop and maintain a proper escalation matrix to address problems and complaintsreceived by end‑users.Assist with day‑to‑day operations including backup support as needed to the team. Show less

Requests/Queries received through SMS or Emails.Supervises all relevant matters relating to the Service Quality & Customer Care divisionperformance.Maintain excellent level of customer service through focus on training process management.To provide support to my team through individual reviews, Mentoring, and Group Training.Organize and schedule tasks, develop realistic goals and action plans.Monitoring, Reporting, and escalating any system… Show more Requests/Queries received through SMS or Emails.Supervises all relevant matters relating to the Service Quality & Customer Care divisionperformance.Maintain excellent level of customer service through focus on training process management.To provide support to my team through individual reviews, Mentoring, and Group Training.Organize and schedule tasks, develop realistic goals and action plans.Monitoring, Reporting, and escalating any system defect.Ensuring company standards for quality customer service.To provide support to the team to handle and resolve customer,Reports to Department Manager on the progress of work within concerned Department. Show less