WELCOME TO THE WORLD OF OPPORTUNITY!

Wizz Air is a leading European low-cost airline. Our mission is to provide affordable and reliable air travel to everyone, everywhere, while minimizing our environmental impact. We are proud to foster a diverse and inclusive team of over 8,000 employees from more than 100 nationalities, who share our values of inclusivity, positivity, dedication, integrity, and sustainability.

As a rapidly expanding airline, we offer exciting career opportunities across a range of functions, from flight operations to engineering, customer experience, finance, and more. We provide extensive training and development opportunities to help our employees grow and succeed in their roles. Joining Wizz Air means joining a team that is passionate about aviation, dedicated to excellence, and committed to making air travel accessible and sustainable for all. If you are looking for a challenging and rewarding career in the aviation industry, we welcome you to explore our job opportunities and become a part of our success story.

Contact Centre Manager 

Based in Budapest 

Purpose of the position:

The Contact Centre Manager position is defined to exercise oversight and manage the performance of the contracted contact centre providers (calls, customer relations and claim companies activities). Ensure consistent, reliable, and high-level customer service in accordance with corporate and departmental service level requirements to meet and exceed customer expectations. Exercise a unified cross-channel approach and enhance digital transformation.  

What we offer:

• Base salary and employee bonus scheme
• Unlimited number of significantly discounted and confirmed seating tickets, giving access to a continuously growing network of destinations
• Relocation package (if applicable) – expense budget, Temporary accommodation, Administration support
• Life insurance
• AYCM sport pass contracting possibility
• Instant impact, from any level of the organisation, exposure to C-suite management
• Fast career progression, internal mobility and talent management supported by training opportunities (Wizz Academy and bespoke trainings)
• True international and multi-cultural work environment, passionate, driven and diverse teams

Responsibilities:

• Oversee and manage the performance of the contracted contact centre providers (calls, customer relations and claim companies activity)
• Identify new functional opportunities to reduce human interactions in favour of self-service and automation
• Drive change heading towards decreasing the number of human FTE’s in favour of automation
• Actively analyze, benchmark, and suggest solutions to better convert the existing human-driven communication and care towards automated solutions to the extent recommended within the area of responsibility
• Provide oversight and manage contracted supplier KPI and SLA performance in relation to contact centres operations
• Oversee the capacity planning of suppliers in relation to customer care – both voice and written communication services
• Support contracted providers in calls and claims handling on a need basis
• Provide feedback/input for processes, policy, and systems development to departmental peer functions
• Provide recommendations to reduce and/or eliminate issues that impact overall service quality. Tracks and reports to appropriate teams for further research and action.
• Ensure the highest level of integrity towards the customer according to company standards
• Create a positive customer-centric culture and give clear direction through effective communication
• Identify new functional opportunities that will strengthen customer engagement
• Participate in strategic projects to improve departmental performance and customer satisfaction
• Ensure accurate and timely processing of calls and claims in accordance with contracted metrics and legal requirements
• Supervise the daily operations and performance of the customer service providers
• Deliver the allocated part of the operation within agreed budgets, service levels and business targets

Requirements:

• enthusiastic about working in an international, collaborative and fast-paced environment
• experienced in airlines and/or customer care
• passionate about solving challenging customer problems, dedicated to removing frictions within the customer journey
• university degree required
• minimum 3 years of professional experience
• experienced at collaborating and leading multi-layer teams
• decisive and able to implement actions
• above average written and verbal communication skills
• fluent English knowledge

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When applying, please only provide valid information regarding your educational background and certificates, as the original documents will be requested during the hiring process.

We look forward to meeting you and learning more about your skills and experience. Join the Wizz Air team and discover the world of opportunities.