Role overview
About this role
<br /> <p>The Emirates Group is a highly profitable business with annual revenue of approximately US$ 15.6 billion and over 50,000 employees. The Group comprises of dnata, the fourth largest combined air services provider in the world and Emirates, the Group's rapidly expanding and award winning international airline. Emirates global network now sees it flying to over 121 destinations across 6 continents, operating a modern fleet of over 170 wide-bodied aircraft. Today the airline has orders worth over US$ 84 billion for 233 more of the latest aircraft, with plans to operate to many more destinations in the months and years ahead. Essential to our continued business success as we expand will be the on-going employment of high quality people to join our multi-cultural team of over 167 nationalities. <br /> <br />Dubai, a tourism centre and modern cosmopolitan city with high standards of healthcare, education and leisure pursuits for residents offers those we hire one of the most desirable lifestyle locations in the world. In addition to lifestyle and tax free salary benefits, the Emirates Group also offers professional development opportunities to help employees develop new skills and grow their careers successfully. Discover your future!<b> <br /> <br />The Position:</b> </p><p> <b>1. JOB PURPOSE <br /> <br /></b> Plan, co-ordinate, control and develop the day-to-day resourcing to guarantee consistent high quality customer service delivery. Maximize utilisation of Arabian Adventures and supplier resources to deliver the most cost effective solutions and achieve budget. Monitor and maintain service standards to ensure that Arabian Adventures remains the market leader. </p><p> <br /><b> 2. JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS (MAXIMUM OF 10) <br /> </b> </p><p>Generic Accountabilities (applicable to all): </p> <li>Plan, co-ordinate and control all assignments for the team to meet the daily operational requirements enabling a smooth operation and excellent level of customer service. </li><li>Monitor market trends and recommend improvements to existing products and/or services offered by Arabian Adventures. Work with the Operations Manager to develop new products for FIT and groups to maintain a competitive edge. </li><li>Ensure that the team is fully staffed including recruitment of permanent approved vacancies and a pool of temporary / freelancer staff to manage peaks and facilitate the operations of large groups or special projects. Comply with all government requirements with regards to training and licensing for staff. Create and implement training programmes to ensure that new and existing staff meet the required performance standards. </li><li>Set performance objectives, review progress and provide feedback to staff within the unit. Review and implement procedures to improve productivity and performance. Manage and motivate staff through on the job quality monitoring to ensure all service standards are consistently achieved. Effectively manage any conflict, performance or conduct issues to a successful conclusion. </li><li>Maintain an excellent relationship with local authorities, senior government officials and suppliers in order to enhance the company's image, gain special approval or permission related to the unit and to maintain Arabian Adventures' edge over its competitors. Liaise with relevant internal departments to understand their specific requirements from the unit and resolve issues. </li><li>Implement the necessary controls to monitor safety procedures set by Arabian Adventures and the Group Safety Dept., in order to (1) minimise the company's exposure to accidents and potential liability; (2) comply with strict overseas consumer protection laws; (3) further improve Arabian Adventures' image as a leading DMC in that respect. </li><li>Provide logistical support for any large conference /incentive projects from start to finish. The jobholder may be required to handle the co-ordination of the project independently or delegate some of the tasks to the supervisors, whilst still maintaining the overall responsibility for the operational aspects of the project. </li><li>Analyse information based on statistical data and make recommendations on day to day and broader issues in order to ensure that productivity and customer service levels are maintained. Use gainfully all information provided to forecast requirements for resources (staff/vehicles/equipment) in conjunction with service providers to ensure minimal service failures. <br /><b> </b></li> <p><b> Operations Controller - Operations Reservations Contact Centre </b> </p> <li>To plan, coordinate and control to the day to day operation of Arabian Adventures Call Centre team to ensure a consistent and high quality service is delivered to all clients. (Sales Reps, Hotel Concierges, walk-in client etc.) Develop and implement standard operating procedures SOP to guarantee a smooth and successful operation and maximise use of resources. </li> <li>Plan and coordinate CALL Centre requirements for agents and supervisors, to support our peak period and to meet the standard requirements. All call centre staff to be trained for consistent quality of information and customer experience </li> <li>Maximise revenue though the sales of excursions via call centre walk-in office. Sales targets should be set and performance monitored on a weekly basis to ensure that revenue targets are achieved. </li> <li>Maintain an excellent relationship with suppliers and ensure all suppliers invoices / payments and accruals are implemented in a timely manner and meet the budget.<b> </b></li> <p> </p><p> <b>Knowledge/skills: </b> <b> </b> </p> <b> </b> <li> <b></b> .Detailed knowledge of the UAE, its culture, heritage, local hotels, airport & visa procedures, tours, safaris and the service industry. </li><li>An awareness of First Aid, safety procedures and DTCM/DDCR/RTA regulations. </li><li>High level of fluency in spoken and written English. </li><li>Computer literate and able to use Office Applications such as Word, Excel and Outlook. </li><li>Proven ability to work independently with minimum amount of supervision and strong communication skills. </li><li>Good negotiating abilities with suppliers. </li><li>Ability to manage, motivate, coach and develop multicultural teams. </li><li>Presentable with excellent time management skills. </li><li>Logical and systematic problem solving and decision making skills. </li><li>Should be available on call 24 hours to respond to any operational emergency </li> <p><b> 4. CRITICAL COMPETENCIES (MAXIMUM OF 6) </b><b> </b></p> <b> </b><li><b> </b>Leadership </li><li>Initiative and Commitment to Achieve </li><li>Organising for Results </li><li>Business awareness </li><li>Problem Solving and Decision Making </li><li>Adaptably and Innovative <br /> <br /> <br /><b></b></li> <p><b>Salary & Benefits:</b>We offer an attractive tax-free salary, paid in Dirhams, the local currency of the UAE. The Dirham is linked to the Special Drawing Right of the International Monetary Fund. It has been held constant against the US dollar since the end of 1980 at a mid-rate of approximately US$1= Dh3.66. Besides travel benefits normally associated with an airline, more information on employee benefits is available within the 'Working Here' section of this site. By viewing the 'Dubai Lifestyle' section in the site you can also consider the benefits of Dubai as a location to live and work in. <br /> <br /> <br /><b>Experience and Qualifications:</b>3. MINIMUM QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS <br />Qualifications: <br />Experience: In a Customer Contact Centre/Call Centre Sales Environment, a minimum of 3 years will be at a supervisory level. </p><p> <br /> <br /> <br /><b>To Apply:</b>To express your interest in the above vacancy please apply on-line by clicking below, and complete our application form. We will then consider your application and contact you should we wish to shortlist you for an interview. Should you not receive an invitation for an interview within 5 weeks please assume that on this occasion you have been unsuccessful. We will retain your details for 12 months unless advised otherwise and re-consider you for future opportunities as they arise. Please also note that if you are not shortlisted you can also update your application at anytime and apply for other opportunities. Thank you for your interest in a career with the Emirates Group. </p><p> </p> Please click the Apply now button and search for reference:OC/AS/20814