Synopsis It’s an exciting time to work for Etihad Airways; we’ve grown from a national carrier to a global aviation group, transforming the industry through creativity and innovation with a clear drive to optimize commercial value whilst delivering exceptional products and services to our guests. In this position, you will oversee and monitor the daily activities and provide guidance to other resources within the customer service and operational area, to provide excellent customer service in the most effective and timely manner to increase satisfaction and, where possible, revenues. Responsibilities Plan, update, and supervise daily assignment of activities to ensure the smooth execution of all operations in line with SLAs and quality standards Coordinate execution of daily activities to ensure they are compliant with internal procedures and best practices to meet company standards Liaise with internal / external teams to ensure enquiries are managed on time and in a complete manner Monitor and coordinate customer service activities for Premium guests to ensure high value customers enjoy continuous best in class service Plan, coordinate and supervise the execution of special services and/or the resolution of critical enquiries / complaints to ensure customer’s needs are met Develop and update time schedules and shifts to ensure smooth execution of operations and compliance with internal procedures Manage performance of team and 3rd party providers, if relevant, to ensure achievement of operational KPIs according to SLAs Collect, review and consolidate indicators on daily operations to timely identify and suggest areas of improvements Implement and monitor best practices over a wide range of assigned and emerging operations to ensure daily operations are executed effectively and eventual sales targets are reached Suggest improvements to procedures to increase efficiency and customer satisfaction Monitor and report on team performance to ensure proper tracking of results achievements Complete and document coaching and development sessions to ensure team is constantly developed Proactively perform a wide range of assigned and emerging activities to ensure compliance with the established standards and procedures and high level of customer service Ensure full data capture for all AWBs in the system.