Responsibilities
Run day-to-day call centre operations managing customer bookings originating from the mobile application, web portal, phone lines, and email.
Take full ownership of key performance indicators, including call answer rates, response times, ticketing accuracy, and overall customer satisfaction (CSAT).
Actively oversee the JKIA airport desk operations to guarantee punctual, smooth, and well-coordinated passenger pickups and premium meet-and-greet services.
Supervise and coordinate shift leaders and frontline agents, fostering a culture of accountability and high performance.
Manage the ticketing and customer escalation process, resolving complex service issues swiftly while implementing measures to prevent recurrence.
Maintain strict data integrity within the dispatch systems, ensuring all customer bookings are logged accurately and dispatched to drivers correctly.
Partner closely with the Operations Manager and driver teams to dynamically match customer demand with fleet availability and optimized dispatch routing.
Requirements
4-5 years of progressive experience within a call centre, customer service, or fast-paced operations environment.
Proven experience directly supervising, coaching, or coordinating a front-line, customer-facing team.
Direct experience in transport, logistics, aviation, hospitality, or a highly demanding service environment is heavily advantaged.
Comfortable working with service metrics, performance reporting, and digital dispatch software.
Direct experience utilizing Zoho systems is a distinct plus.
Exceptional planning and rostering skills, with the ability to structure front-line workflows and hold staff to exceptionally high service standards.
A calm, confident, and customer-obsessed demeanor when handling high-volume shifts or unexpected service disruptions.
Strong analytical skills to diagnose dispatch bottlenecks, handle customer grievances, and streamline operational efficiency.