Great Challenges

The position is responsible for managing and directing global Customer Care centers that provide 24/7 support to airlines companies around the world. As a member of the leadership team, this executive will guide the development and implementation of a Customer Care continuous improvement strategy to increase overall satisfaction, first contact resolution, the breadth of self-service options and improve efficiency to clients. It oversees a large and diverse group of frontline and back-office teams geographically distributed, in a follow the sun (FTS) scheme and a matrix environment. Support the major incident process by assuming the role of Incident, Resolution or Communications Manager where necessary. Additionally, where appropriate assigning team members to the technical resolution team. Collaborate across the structure at all levels to ensure that the teams function at an optimum level. Capture and analyze customer data, feeds that information back into the organization and works with the Technology and Delivery Departments to drive continuous improvement. Facilitates a customer-centric environment aligning structure, processes and behaviors, in order to obtain clients growth and retention, improving satisfaction and loyalty. Measures and monitors performance via contact center KPIs, as well as the quality of interactions through client satisfaction metrics. Directs and ensures the establishment of Customer Care operating procedures and controls such as quality assurance, workforce planning, workflow design and forecasting. Networks with others to stay abreast of trends and innovations, routinely benchmark with leading companies. Creatively lead and inspire others, and continually pushes the organization to be best in class. Engage people to better understand the rationale and benefits of innovation and improvement, pushing for new, better, faster and less costly ways to operate and be more competitive in the marketplace, without sacrificing customer satisfaction.