Role Summary
The Associate Director Contact Centre will be responsible for leading, optimizing, and scaling all contact center operations across voice, email, chat, social, and digital customer engagement channels. The role ensures delivery of worldclass customer service aligned with aviation safety standards, regulatory compliance, and the brand's service philosophy. This position plays a key role in driving operational excellence, digital transformation, and customer satisfaction across the passenger journey.
Key Responsibilities
- Operational Leadership
- Lead daytoday operations of a multisite and/or outsourced contact center handling reservations, customer queries, disruptions, baggage issues, refunds, loyalty programs, and feedback management.
- Ensure 24x7 operational readiness with strong workforce planning, rostering, and resource allocation.
- Build and maintain SLAs including AHT, FRT, NPS, CSAT, and other quality metrics.
- Customer Experience Management
- Drive a customerfirst culture aligned with the aviation industry's service excellence standards.
- Identify customer pain points and collaborate with airport operations, digital, engineering, and commercial teams to resolve systemic issues.
- Lead customer recovery initiatives during disruptions (delays, cancellations, IRROPS).
- Vendor & Partner Management
- Manage outsourced BPO partners ensuring compliance with contractual obligations, performance KPIs, training standards, and cost controls.
- Conduct regular partner governance reviews and performance audits.
- Technology & Transformation
- Oversee implementation and optimization IVR systems, chatbots, knowledge bases, and digital selfservice tools.
- Collaborate with IT teams to deploy automation solutions such as AI voice bots, and predictive contact management, etc.
- Ensure data integrity, realtime monitoring, reporting dashboards, and system uptime.
- Preparing development plans through automation
- Compliance & Quality Assurance
- Ensure adherence to aviation regulatory guidelines, data protection laws, and safety protocols.
- Drive continuous improvement through QA frameworks, call monitoring, calibration sessions, and training programs.
- Lead safety & compliance audits related to passenger handling processes.
- Preparing and presenting the WRM (weekly review meeting) deck.
- People Leadership
- Lead, mentor, and develop a large team of managers, team leaders, and quality/training professionals.
- Create a highperformance culture focusing on coaching, recognition, and employee engagement.
- Partner with HR for hiring, competency development, and succession planning.
- Planning and imparting necessary training to the team wherever necessary.
- Provide feedback and coaching for all team members as call quality/Process Updates/Organizational updates.
- Reporting & Analytics
- Own budget management, cost optimization, and forecasting.
- Present regular operational dashboards, customer insights, and strategic recommendations to senior leadership.
- Use data analytics to improve contact reduction, efficiency, and customer satisfaction.
Key Skills & Competencies
- Strong leadership in largescale contact center operations (aviation, travel, hospitality, or BPO preferred).
- Expertise in customer experience management, service delivery, and SLA governance.
- Excellent understanding of digital selfservice, automation, and customer journey transformation.
- Analytical mindset with strong command over operational metrics.
- Crisis & disruption management experience.
- Excellent communication, stakeholder management, and problemsolving skills.
Qualifications & Experience
- Graduate / Postgraduate (Preferred: MBA in Operations or Customer Experience).
- 1215 years of experience in contact center management, including at least 46 years in a senior leadership role.
- Experience in aviation or a highvolume customer service environment is highly desirable.
- Exposure to managing outsourced partners and multi-geography teams.
