The Customer Sales & Service Team Leader is responsible for coaching, developing, and motivating a team of Customer Sales and Services Agents and Senior Customer Sales and Services Agents to achieve individual, retail office, and network targets, as well as Commercial objectives. This role involves leading the day-to-day operations and ensuring that all customers receive excellent customer service, while consistently meeting or exceeding reservations sales targets.
Key Responsibilities and Duties
Team Leadership and Development:
- Coach, develop, and motivate a team of agents within the retail office.
- Ensure that team and individual agent performance meets the required standard and maximize the productivity of each member.
- Conduct regular performance management reviews, ensuring objectives and development plans are clearly set out, and provide regular feedback to team members and management.
- Monitor the discipline, grooming, and conduct of the team.
- Provide necessary on-the-job instructions and training to staff and new joiners.
- Ensure that sales policies and retail office procedures are clearly understood, applied, and adhered to by the team.
- Conduct regular team briefings to ensure awareness of new products, policies, and procedures.
Quality and Operational Management:
- Ensure regular quality monitoring is scheduled for all customer interactions, with sufficient coaching time allocated to each team member.
- Perform regular quality audits with other Customer Sales and Service Team Leaders (both within own retail office and network-wide) to ensure global calibration of quality standards is achieved.
- Delegate tasks based on staff ability, ensuring a fair and even distribution of work whenever possible.
- Identify team and individual training needs through coaching and quality monitoring, and recommend appropriate training programs. Ensure that delivered training is put into effect and feedback given on the program success.
- Ensure that all customer complaints received are objectively investigated and liaise with team members and management to recommend remedial/corrective action.
- Measure employee satisfaction and recommend initiatives to increase it.
- Ensure smooth running of reservations and/or ticketing operation when on shift.
- Control and maintain records for all revenue accountable documents such as tickets and MCOs, monitoring usage to provide necessary accounts at the end of the day/shift.
- Prepare and reconcile end-of-day banking and bank monies as appropriate.
Retail Office Head Responsibilities:
- Manage the allocation of resources within the retail office.
- Work with the Sales Manager and CSSM to forecast resource requirements and ensure recruitment campaigns are carried out to secure sufficient resources to achieve customer service, sales, and quality targets.
- Analyse service level and revenue data to determine operational trends and provide solutions to increase sales, service, and quality.
- Regularly communicate with the Emirates network of contact centres and retail offices to share knowledge, ideas, and best practices.
- Implement and maintain retail office standards, including furniture, brochure displays, queuing, reservations, and telephony systems.
Qualifications & Experience
- Qualification: BA/BSc/HND degree.
- Experience:
- Airline sales and contact centre experience.
- Coaching and people development experience.
