Customer Engagement Centre Team Leader

This employer is no longer accepting CVs for this job, it has been deactivated by the company's administrator.
Job Detail
Functional Area:
Client Services & Customer Support
Total Position:
Job Type:
Full Time/Permanent ( Rotating‎ )
Job Location:
Jeddah, Saudi Arabia
No Preference
Career Level:
Experienced Professional
Minimum Experience:
2 Years(experience in commercial / operations)
Required Travel:
Not Required
Work Permit:
Saudi Arabia
Apply By :
Jun 30, 2023
Posted On:
May 30, 2023
Job Description

Key Responsibilities:

  • Day to day supervision of the CEC teams, continually identifying and delivering cost efficiencies and revenue and process improvements.
  • Create a positive ‘Customer First’ environment within the CEC with a focus on FCR across all channels.
  • Achieve Productivity, Care and Revenue targets.
  • Resolve escalated Customer issues across all channels, without delay, enforcing flyadeal policies and procedures, escalating to management for further review where required.
  • Directly manage and coach Officers and Agents, producing Personal Development Plans, identifying development needs to support career growth and exceed KPIs.
  • Engage with Customers on social channels using ‘flyadeal voice’, identify opportunities to ‘surprise and delight’, identify influencers for follow up by Marketing team.
  • Actively engage with management to produce own Personal Development Plan, identifying development needs to support career growth and exceed KPIs.
  • Assist in training of new joiners, ensuring all aspects of their role are clearly understood and they are able to deliver their responsibilities.
  • Maintain a thorough knowledge of all flyadeal products, services, systems and marketing campaigns, providing accurate information and responses to Customers at all times.
  • Monitor all CEC systems and dashboards, identifying issues early, escalating to relevant team without delay.
  • Ensure all data entered into flyadeal systems is accurate and within established guidelines.
  • Ensure all GACA complaint is closed without any delay.
  • Responsible for system admin (incl. Queue Management and Cancelled Flight processing).
  • Monitor Customer feedback and operational issues, escalating recurring issues without delay.
  • Work with colleagues across the business to resolve complaints and refine and improve the overall Customer Journey.
  • Responsible for speedy actions during flight disruption, delivering clear accurate comms to Customers and internal teams, focus on minimising Customer dissatisfaction.
  • Communicate effectively with all members of the business in line with the company’s culture guidelines.


  • Bachelor’s Degree
  • Minimum 2 years experience in commercial / operations
  • Airline experience is an advantage
  • Navitaire apps & understanding of CX platforms & disruption technologies and latest industry trends
  • Understanding of airline / airport operations or experience in customer disruption handling, whether that’s been gained in a call centre or similar role.
  • Customer First Attitude