Contact Centre Manager

APPLY NOW »

Date: Jul 29, 2022

Location: Budapest, HU, H-1103

Company: Wizz Air Hungary Ltd.

 

 

WELCOME TO THE WORLD OF OPPORTUNITY!

 

Wizz Air, the fastest growing European low-cost airline, operates a fleet of 145 Airbus A320 and A321 aircraft. A team of dedicated aviation professionals delivers superior service and very low fares, making Wizz Air the preferred choice of 10.2 million passengers in the financial year ending 31 March 2021. Wizz Air is listed on the London Stock Exchange under the ticker WIZZ. The company was recently named one of the world's top ten safest airlines by airlineratings.com, the world's only safety and product rating agency, and 2020 Airline of the Year by ATW, the most coveted honour an airline or individual can receive, and a most sustainable company in the airline industry in 2021 by World Finance Magazine.

 

JOB TITLE: Contact Centre Manager 

BASE: BUD - Office  

 

 

Who we are:

  • We are committed to making sure that everyone, everywhere can benefit from travelling at the lowest prices, while keeping the social, economic and environmental impact of our operations in mind. Our strategy is built on low fares and a diverse network, supported by efficient and sustainable operations and high-quality customer service
  • WIZZ is a fresh, vibrant & contemporary brand, we are confident & not shy
  • We always strive to break out of category & think outside the box
  • Our 5 brand values lead the way:
    • Inclusivity – We collaborate together to achieve our goals
    • Positivity – We are an optimistic, happy, inspired and inspiring team
    • Dedication – We have an entrepreneurial ‘can do’ attitude: we take individual & collective ownership and are accountable for everything we do
    • Integrity – We hold ourselves to the highest possible standards of business ethics in everything we do
    • Sustainability – We strive to be the greenest choice of air travel and work hard on continuously decreasing our environmental footprint

 

What we offer: 

  • Instant impact, from any level of the organisation
  • True international and multi-cultural work environment
  • Comprehensive, end-to-end processes oversight
  • Exposure to C-suite management
  • Fast career progression, internal mobility and talent management supported by training opportunities (Wizz Academy and bespoke training)
  • A passionate, driven and diverse team
  • Work in a fast-growing – can-do – organisation, which is expanding in Europe, the UK and the Middle East
  • Life insurance
  • Participation in the employee bonus scheme
  • An unlimited number of significantly discounted and confirmed seating tickets, giving access to a continuously growing network of destinations.
  • On-the-job training in the airline operations
  • AYCM sport pass contracting possibility

 

Relocation package (if applicable)

  • Expense budget will be available 
  • Temporary accommodation will be provided for a definite time period
  • Administration support

 

Summary:

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.

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

 

 

Unfortunately, due to the volume of applications we receive we are unable to provide feedback to you at this stage, should your application not meet the requirements. Thank you for your understanding.

 

 

Follow Us:

 

Wizz Air LinkedIn

Wizz Air Facebook

 

 


Job Segment: Call Center, Social Media, Manager, Customer Service, Marketing, Management, Aviation