Hub Contact Centre And Premium Services Manager

hace 4 días

Madrid, España British Airways Plc A tiempo completo

.Looking for a challenge in one of the world's largest airfreight logistics organisations?At IAG Cargo, we're in the business of moving things. From antibiotics and rhinoceroses to gold bullion, avocados, and everything in between, whatever people need, wherever they are, IAG Cargo is there to bring them the necessary and niche.As the logistics and cargo brand of International Airlines Group, you'll work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling.As well as helping to keep the world's economies turning, we believe in building a great place for our colleagues to work. Our people are determined, curious, collaborative and take huge pride in everything they do.The role:HUB Contact Centre and Premium Services ManagerThe Hub Contact Centre and Premium Services Manager plays a significant role within an organization fully focused in Customer Experience, managing procedures and service levels to ensure an excellent Customer Experience and the delivery of exceptional customer service and an optimum Premium Service to our Customers.This role requires a dynamic leader who can efficiently manage a team, drive performance metrics, and continuously enhance processes to elevate the Cargo Customer Experience. The manager will collaborate closely with cross-functional teams to achieve company objectives and uphold the highest standards of service excellence.What you'll do:Recruit, train, and manage CSU and CSU Premium team.Cultivate a positive and collaborative team culture that encourages employee engagement and professional growth.Leading two teams: CSU (Customer Support Unit) provides Customer support services by tracing shipments and solves issues about shipments that did not fly as booked within the IAG Cargo network and through Spanish HUB.CSU Premium team to monitor the most valuable products (Valuable, Animals, Human Remain, Critical) to ensure it flies as planned and to ensure animal welfare and health.Key position in the implementation and development of IAG Cargo's Customer Experience strategy for across the end to journey, covering all aspects concerning the customer satisfaction, managing and overseeing customer centric initiatives aimed at improving our Customer Experience.To ensure that all customers receive the best end to end experience whilst delivering a commercial outcome.Engage with all business Areas to proactively advocate customer centric solutions to elevate all communication with the customer to an exceptional level.Identify shortfalls and implement short, medium, and long-term corrective actions. Focus remains in a forward planning context to maximise efficiency ensuring all aspects of Service Delivery to IAGC customers.Comprehensive knowledge of business, operating systems and cargo regulations in their process area

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    hace 1 semana

    Madrid, España British Airways A tiempo completo

    Looking for a challenge in one of the world’s largest airfreight logistics organisations? At IAG Cargo, we’re in the business of moving things. From antibiotics and rhinoceroses to gold bullion, avocados, and everything in between, whatever people need, wherever they are, IAG Cargo is there to bring them the necessary and niche. As the logistics and...

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  • Hub Contact Centre And Premium Services Manager

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    Madrid, España British Airways Plc A tiempo completo

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