Job description
Etihad Airways is an award winning, global aviation group and the national carrier of the United Arab Emirates. Our goal is to be a truly 21st century global airline, challenging and changing the established conventions of airline hospitality.
We are pleased to announce an incredibly exciting opportunity to join the Etihad Airways award-winning Contact Centre operations at management level. You will contribute to the dynamic Global Contact Centre to drive insight and analysis to the Etihad management team with the aim of driving improvements, whether this is guest or business improvements. You will manage a team of analysts who focus on innovative technology. This position requires an understanding of analytics, statistics and modeling to assess opportunities effectively but most importantly effective influencing capabilities to make strategic recommendations to the wider business.
You will be responsible for managing analytical insight for Contact Centres across the UK and UAE. Travel will be involved.
This role will unlock opportunities for you, enabling you to further develop your expertise within a progressive culture where a huge emphasis is placed on investing in the best talent.
SPECIFIC RESPONSIBLITIES
QUALIFICATION & EDUCATION:
Excellent written and verbal communication skills with language fluency in English
Etihad Airways began operations in 2003, and in 2014 carried 14.8 million passengers. From its Abu Dhabi base, Etihad Airways flies to or has announced plans to serve 111 passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and the Americas. The airline has a fleet of 117 Airbus and Boeing aircraft, and more than 200 aircraft on firm order, including 66 Boeing 787s, 25 Boeing 777-X, 62 Airbus A350s and six Airbus A380s.
Etihad Airways holds equity investments in airberlin, Air Serbia, Air Seychelles, Aer Lingus, Alitalia, Jet Airways, Virgin Australia, and Swiss-based Darwin Airline, trading as Etihad Regional. Etihad Airways, along with airberlin, Air Serbia, Air Seychelles, Alitalia, Etihad Regional, Jet Airways and NIKI, also participate in Etihad Airways Partners, a new brand that brings together like-minded airlines to offer customers more choice through improved networks and schedules and enhanced frequent flyer benefits. For more information, please visit: www.etihad.com
Click on THIS link to apply.
Etihad Airways is an award winning, global aviation group and the national carrier of the United Arab Emirates. Our goal is to be a truly 21st century global airline, challenging and changing the established conventions of airline hospitality.
We are pleased to announce an incredibly exciting opportunity to join the Etihad Airways award-winning Contact Centre operations at management level. You will contribute to the dynamic Global Contact Centre to drive insight and analysis to the Etihad management team with the aim of driving improvements, whether this is guest or business improvements. You will manage a team of analysts who focus on innovative technology. This position requires an understanding of analytics, statistics and modeling to assess opportunities effectively but most importantly effective influencing capabilities to make strategic recommendations to the wider business.
You will be responsible for managing analytical insight for Contact Centres across the UK and UAE. Travel will be involved.
This role will unlock opportunities for you, enabling you to further develop your expertise within a progressive culture where a huge emphasis is placed on investing in the best talent.
SPECIFIC RESPONSIBLITIES
- Establish and train a speech analytics team to identify, quantify, present and formulate proposals that will enhance the guest experience
- Provide regular ‘voice of the guest’ insight and business intelligence to improve agent knowledge and create capacity (e.g. identify self-service improvements)
- Review and regularly (daily) evaluate the data from Verint speech analytics to identify hot spots and trends from a tactical and strategic perspective
- Review and regularly (daily) evaluate the data from Verint customer survey to identify trends and areas within the agents skill levels and product knowledge to identify areas for improvement
- Take, incorporate and utilise data from other sources and stakeholders (e.g. contact centre Management Information (IM), social media, guest relations etc.) to identify gaps that will you will then feed in for project improvements
- Prepare and maintain reports and reporting data to support the continuous improvement of Global Contact Centre operations. Integrate various data analysis and reporting activities of the team into a consolidated and streamlined reporting mechanism
- Design, develop, maintain and manage all insight reports (numerical or written) for the contact centres and stakeholders
- Create regular workshops and collaborative problem solving sessions with stakeholders
- Serve as the contact centre Subject Matter Expert (SME), providing knowledge and assistance in the areas of process improvement, change management and data analysis
- Ensure team members are kept up to date on Etihad Airways (EY) products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance self and team’s technical skills.
- Maintain effective and collaborative relationships and regular contact with the Etihad contact centres and wider stakeholders
QUALIFICATION & EDUCATION:
- Degree level education
- Minimum of 5 years contact centre operations experience would be advantageous,
- Minimum of 2 years analytical experience driving /process improvement and/or business improvement
- Experience in presenting analysis to influence senior management decisions
- Must have experience of using analytical methods to understand and solve problems
- Preferable experience using contact centre reporting such as Verint but not essential
- MS Office – advance skill set in Excel and PowerPoint
Excellent written and verbal communication skills with language fluency in English
Etihad Airways began operations in 2003, and in 2014 carried 14.8 million passengers. From its Abu Dhabi base, Etihad Airways flies to or has announced plans to serve 111 passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and the Americas. The airline has a fleet of 117 Airbus and Boeing aircraft, and more than 200 aircraft on firm order, including 66 Boeing 787s, 25 Boeing 777-X, 62 Airbus A350s and six Airbus A380s.
Etihad Airways holds equity investments in airberlin, Air Serbia, Air Seychelles, Aer Lingus, Alitalia, Jet Airways, Virgin Australia, and Swiss-based Darwin Airline, trading as Etihad Regional. Etihad Airways, along with airberlin, Air Serbia, Air Seychelles, Alitalia, Etihad Regional, Jet Airways and NIKI, also participate in Etihad Airways Partners, a new brand that brings together like-minded airlines to offer customers more choice through improved networks and schedules and enhanced frequent flyer benefits. For more information, please visit: www.etihad.com
Click on THIS link to apply.
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