Global Operations Executive - Contact Centres Greater Manchester
Job description
This role will be based in either Manchester or Newcastle Global Engagement Centre.
This is a key time to be joining British Airways as we Build a Better BA. We take huge pride in our past – but we’re looking to the future as an airline that loves embracing the best of modern Britain. Our country’s creativity, diversity, style, wit and warmth are the same special qualities that make us who we are. If you’re made of the same qualities as us, you could soon be part of the next chapter of our story. Together as one team, we’re connecting Britain with the world and the world to Britain like no one else
An exciting opportunity to join our Global Engagement Centre team (Contact Centres) as a Global Operations Executive, responsible for the daily real time operational monitoring and on the day demand distribution primarily for our Voice channel, alongside the real time monitoring of our Chat, Service Recovery and Social channels. You will be part of a team delivering global call flow routing, new build, and changes across our Global Engagement Centres, utilising all of our on the day available resource in the most effective way to enable delivery of our customer, revenue and operational targets.
You will need the ability to learn a wide variety of technical applications quickly and have a strong knowledge of contact centre operations and contact routing principles, including experience/expertise in working with Voice contact routing platforms such as BT Genesys. The ability to think quickly and make time critical decisions based on real time operational status is fundamental, and you will need to be able to communicate outcomes clearly so you will need to be able to demonstrate highly developed influencing and communication skills.
Our Corporate and Support roles come with big potential to make your mark on our business. The airline industry changes so fast that we’re constantly evolving and finding new ways to impress customers and get ahead of our competitors. If you’re an innovator and brave and bold thinker, you will be in your element at British Airways.
Your impact on British Airways will be rewarded with a competitive rewards package plus the opportunity to develop and progress your career in many directions.
Not only will you have the chance to further your career development within BA, you’ll have access to our competitive reward and benefits package. This includes core company paid benefits such as a Defined Contribution pension scheme, generous Life Assurance cover and a whole host of options to support your physical, mental and financial well-being. You can also sign up for a range of voluntary benefits such as Private Medical cover, Dental and Critical Illness cover, Technology Scheme, Cycle to Work and Electric Car Scheme. And of course, you’ll be able to enjoy the benefit of staff travel as soon as you join us
We are an equal opportunities employer and value diversity at British Airways. We do not discriminate on the basis of race, religion, age, marital status, veteran status or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
N.B. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities
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