- Synchronise and align with TMM on overall strategies for all disruptions network wide and to lead CCT on the execution and follow through.
- Coordinate with stations and/or contact centres to manage resources and communication channels to reaccommodate disrupted passengers effeciently and effectively.
- Provide operational updates to both internal and external stakeholders.
- Point of guidance and/or escalation to the team for cases that are complex or unique.
- To lead, oversee, and handle 24/7 Scoot interline disruptions within the network
- Oversee the team's roster to ensure resources are adequate for operational continuity.
- Implement operational goals and policies within the team to align with the department and company's direction.
- Manage the team's performance, including engaging team members who are under-performing.
- Plan for the team's training and upskilling where required.
- Engage the team on their well-being and/or career progression goals
- Work with business units and/or vendors to support new initiatives, including setting up of new processes, as well as organising and conducting briefing and/or training to the team to ensure successful implementation and a smooth transition.
- Conduct regular reviews to streamline operational processes, and to leverage on technology to drive higher efficiency and effectiveness.
- Degree in any discipline
- Experience in frontline customer service and operations management would be advantageous
- Good written and verbal communication skills
- Good interpersonal skills
- Resourcefulness in seeking solutions to challenging customer situations
- Strong leadership skills and team player
- Good analytical skills
- Ability to work rotating shift hours, including weekends and public holidays
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Customer Care Executive/Senior Executive/Assistant Manager - Singapur, Singapore - Singapore Airlines
Description
Job Description
The successful candidate with join the Customer Care Team in SIA's Customer Services & Operations division. He/she will be required to lead and oversee daily operations at the Customer Care Team (CCT) so as to assist SQ's stations with passenger handling during day-of-travel flight disruptions within the entire network. The role is also integral in ensuring seamlessness in overall operations within the Total Mission Management (TMM) team.
Key Responsibilities:
1. Managing daily operations
2. Managing roster, performance and welfare of CCT members
3. Process Improvement
Requirements
