Senior Operations Manager (1 Year - Fixed Term) at Concentrix

Job Description

• Join a highly successful, fast-paced airline that opens up Europe, boasting over 300 aircraft flying over 1000 routes in more than 30 countries. As the UK's largest airline, employing over 13,000 people, you will play a crucial role in supporting over 90 million passengers a year.

Team Overview:

• The successful candidate will join the Customer Management Team, responsible for supporting customers throughout their pre and post-flight journey. The team utilizes a multi-channel support system including voice, email, chat, social, and soon, messaging. The role involves managing relationships with outsourced contact centre suppliers.
• Oversee the delivery of customer services and sales on site.
• Support service partners managing high-value customer teams.
• Ensure compliance with service levels and promote the easyJet culture.

Key Accountabilities:

• Develop and implement robust sales strategies to enhance customer satisfaction and revenue.
• Support operational teams to meet sales targets and ensure high customer and staff satisfaction.
• Monitor service levels and proactively address performance shortfalls.
• Act as a brand ambassador, engaging with agents and service partners.
• Facilitate training and cultural engagement that embodies the easyJet spirit.
• Continuously review and improve sales, CSAT, and quality performance.
• Conduct site audits to ensure compliance with security requirements.

Competencies:

• Ownership and Delivery: Focus on results, working towards targets, and adapting plans.
• Business Performance: Understand business dynamics and cost implications.
• Innovation and Change: Open to new methods and comfortable in dynamic environments.
• Building Relationships: Communicate confidently and build constructive relationships.

Key Skills Required:

• Minimum 3 years in a high-volume contact centre, preferably with outsource experience.
• Proven people management and leadership experience.
• Strong understanding of call centre technologies (CRM & Telephony).
• Proficient in Microsoft Office, Excel, and PowerPoint.
• Experience in airline operations is an advantage.
• Strong leadership, judgement, and stakeholder management skills.