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Cargo Contact Center & Control Tower Manager at Etihad Airways Australia

Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates -

Full Time

Start Date

Immediate

Expiry Date

23 Feb, 26

Salary

0.0

Posted On

25 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Cargo Operations, Customer Experience, Logistics, Operations Management, Cargo Handling, Regulatory Compliance, Emergency Response, Financial Impact Assessment, Reporting, Coaching, Problem Solving, Communication, Team Management, Industry Standards, Service Recovery, Computer Airfreight Specifications

Industry

Airlines and Aviation

Description

Manage and steer the tracking of Special loads, Products and SmartTrack shipments via different platforms and system support to ensure they are processed on time as per SLA. Provide reporting on a weekly and monthly basis. Manage network disruptions by notifications and emergency response in situations such as, sitreps, cancellations, airport closures and blackouts. Work independently and be able to assess the financial impact of service recovery alternatives, as well as evaluate solutions to best deliver customer satisfaction. Develop, guide, coach and provide formal / informal feedback to Control Tower and Contact Centre staff to ensure all relevant departmental tasks are completed within the agreed and defined timeframes, while acting according to high quality standards and internal procedures. Perform other department duties related to his/her position as directed by the head of the department Educated to at least high school level, preferably diploma level in logistics, operations management or related discipline; with acquired specialization in cargo handling operations. At least 10 years of relevant experience, 5 years cargo operations and/or cargo customer experience. Good understanding of computer airfreight specifications In depth knowledge of industry standards and Legal Regulations Industry training in DG/AVI/ Cargo Operations/Security/Customer Service Fully conversant with cargo handling processes, procedures and regulatory compliance expectations

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Responsibilities

Manage the tracking of special loads and shipments to ensure timely processing as per SLA. Develop and coach staff while managing network disruptions and providing reporting.