Etihad Airways - Abu Dhabi - Synopsis Leads all Service Providers operations to meet Etihad mission and vision and to ensure the business profitability by enhancing and improving the overall customer experience Accountabilities Monitoring overall performance and quality of service provided to ETIHAD customers. Set strategic and execution plans to enhance profitability, productivity, and efficiency throughout the contact centre operations. Provide detailed insights and reports to the senior management as and when required Lead teams to manage the day-to-day activities provided by the Service Providers Develop annual operating budgets and provide fiscal direction of the department. Oversee the operation of the Vendor and its various components, ensuring achieving KPI. Implement processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritize their actions for the day. Continuously investigate and introduce process improvement measures and either signing off act...
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