Job Purpose Ensure smooth running of the contact centre operation by implementing best practise policies and procedures within the contact centre and lead the contact centre team to achieve individual, contact centre and network Commercial objectives. Job Outline: • Coach, manage, develop and motivate direct reporting Contact Centre Team Leader and Contact Centre Operations Officers. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management. • Analyse call and revenue data to determine operational trends and provide solutions to increase sales, service and quality. • Provide regular reports to all contact centre employees on the sales, service and quality performance of the contact centre against targets. • Continually review internal systems, procedures and processes to ensure resource and operational efficiency. • Research, promote and implement new program, sales, service and employee satisfaction initiatives in order to achieve contact centre and network revenue, quality and employee satisfaction and attrition targets. • Collaborate with training and resource planning departments to implement program initiatives. Ensure training programs are delivered and put into effect and feedback provided on program success. • Regularly communicate with Emirates network of contact centres and reservation offices to share knowledge, ideas and best practise. • Interpret information received from Emirates Group and senior management and communicate to the operation, thereby ensuring that up to date information on products and services is always available. • Provide guidance and advise on contingency plans and processes. Work with Contact Centre team to ensure guidelines for urgent and unexpected situations are fit for purpose and effective. • Deputise for the Contact Centre Manager in their absence. Position is based in Mumbai , India Knowledge/skills: Working knowledge of contact centre and airline industry procedures and methodology. Excellent knowledge of fares and ticketing courses, Skywards and MARS reservations systems and Emirates products and services. Ability to communicate, negotiate and influence effectively. Selection skills training. PC based skills to operate Windows package such as Microsoft Word/ Excel/ E-mail. Qualification Qualifications & Experience: Airline sales and contact centre experience. Coaching and people development. Must have the right to live and work in India Salary & Benefits Competitive salary