Shift Leader

  • Location:
  • Salary:
  • Job type:
  • Posted:
    3 years ago
  • Category:
  • Deadline:
    August 6, 2018
  • Job Level:
  • Languages:
  • Gender:
    Male, Female, Other


  1. To lead, guide and support the Contact Center Team to ensure delivery of quality Customer Care, Revenue Generation and ensure timely & accurate Ticketing
  2. To drive Efficiency within the Contact Center in liaison with the Quality & Reporting Analysts and other business units 
  3. To monitor and manage the changing needs of the Customer, making recommendations for service improvement and implementing those improvements to the satisfaction of Customers/Business 
  4. To timely prepare and compile daily Operational reports in liaison with the QA & Reporting Analysts.  Analyze and utilize these reports to guide the Operations
  5. To uphold integrity, safety and security standards for the office to safeguard company resources


Additional Details 


  1. Ensure Call Service Levels and Efficiencies are achieved (80% – SL, 90% – Efficiency)
  2. Customer correspondence/ inquiries to be responded to within 12 hours
  3. Ensure revenue generation as per set targets
  4. Adherence to processes and procedures ensuring no loss of revenue to KQ 
  5. 100% accuracy of ticketing and feedback information given to Customers
  6. Ensure coaching of CC Agents and documentation of the same (bi-monthly)


  1. O’ or ‘A’ level of education
  2. Diploma or Business degree
  3. Experience in leading a Team in a Call Centre environment
  4.  IATA/UFTAA Diploma/intermediate to advance airline fares and ticketing course
  5.  3 years airline experience in sales and ticketing / Contact Center environment

This job has expired.