Call Center Manager

Corendon Airlines

JOB DESCRIPTION:

• Managing and improving the service quality of our in-house Call Center with a proactive approach by following Call Center trends, technologies and strategies
• Providing training and preparation of Call Center Agents to respond to customer questions and complaints and troubleshoot problems with services or flight related topics
• Overviewing and checking the Call Center Agent’s performance, determination of training needs and taking action accordingly
• Providing learning or coaching opportunities
• Ensuring an on time information flow of operative topics to the Call Center team
• Steering towards the KPIs and ensuring that Customer Service standards and targets are being met
• Identification of operational issues and suggesting possible improvements
• Preparation of reports and analyze data to assist management in order to determine Call Center KPIs
• Keeping equipment and systems operational by following established procedures and reporting malfunctions
• Updating job knowledge by participating in educational opportunities
• Supporting the Call Center Agent hiring process for new Call Center Agent candidates 

QUALIFICATIONS:

• University degree in Business Administration, Tourism Management or related fields
• Having a minimum of 3 years’ Call Center experiences in a management function, preferably in aviation or tourism related fields
• Excellent level of written and spoken English, German language is an asset
• Being a team worker with excellent interpersonal and relationship building competencies
• Having strong analytical, verbal and written communication as well as a strong persuasiveness
• Having excellent reporting and organization skills
• Being flexible, solutions-oriented and stress resistant
• Excellent computer skills, especially Microsoft Office (Word, Excel, PowerPoint) as well as very good understanding of Call Center relevant systems
• Mandatory military service must be completed for male candidates
• Living in Antalya or willing to relocate