PRINCIPLE ACCOUNTABILITIES:

• Maintain a tight understanding of the varies demand requirements across voice, messenger, social, email/case/chat queues across a 7 days window.
• To be able to forecast, schedule and manage the activity by underling the interval level headcount required to deliver to the challenging standards.
• To have a very good understanding of the seasonality of different channel demand and the moving pattern of interval shift across channels when the organisation goes into periods of disruption.
• Work closely with the available technologies including telephony, Amazon Wed Services, Verint Conversocial, messenger, WhatsApp to balance the varying degrees of customer demands based on the estate-wide requirement at any point in time.
• To work closely with The Global Command Centre based in Dublin HQ to align around the global use of customer contact centre based on the requirements of the organisation.
• To align and agree the estimated departure time during schedule and disruption within Astral to allow the customer to flow to ticketing
• To align on protocol for passenger and airport emergency response and lead the global approach to customer contact handling in those instances. To participate in global training regularly to prepare for same.
• To alert all other channels on the customer contact delivery on an hourly, daily weekly and monthly basis.
• To balance the customer demands using channel defection in line with business requirement for pre-trip, trip and post trip needs and alert other channels of customer contact.
• making recommendations to the Operation regarding potential risks and solutions.
• Forecast real-time requirement, communicating change requirements to Operations.
• Simulate different scenarios, develop contingency plans for unexpected events.
• Perform real-time analysis and execute intraday staffing adjustments support changes in volume
• Manage real-time case pipeline assignments and over-all work stack across Astral, Estute, AWS, Verint and any other channels of customer communication.
• Monitor agent schedule adherence using real-time adherence tool.
• Additional Duties as required.

YOUR QUALIFICATIONS AND KEY CRITERIA

• 3rd level qualification in Business / Economics / Commerce or relevant work experience
• Strong people management experience
• Hands-on experience of working in a contact centre environment.
• Analytical and logical thinker.
• Understanding of AWS, Verint and other contact centre telephony and other channel communications tools
• Proficient use of Microsoft Office and excellent reporting capabilities.
• Excellent listening and verbal communication skills.
• Decision making and problem-solving abilities.
• Excellent interpersonal skills.
• Enthusiastic and positive work ethic.
• Ability to operate effectively in a team environment and on own initiative.
• Ability to prioritise tasks.

ABOUT US

At Aer Lingus, we believe in going above and beyond to connect people, places and possibilities. Whether working at the airport, in our offices or at home - every employee has a role to play in making Aer Lingus the heart of travel to, through and beyond Ireland for generations to come.
How do we do this? We Put Safety First. There’s nothing more important. We Are Customer Focused. We champion the customer and go above and beyond to get things just right for them. We’re Stronger Together. With a ‘how can I help?’ attitude, we communicate and collaborate to achieve shared success. We Own It. We do what we say we’re going to do and always follow through. We Look Forward. We build the future by embracing change today.

YOUR ROLE

As part of the modernisation of the Global customer contact, we are currently accepting applicants for the role of CCC Workforce Manager. We are looking for someone who can maintain and develop the global optimisation of 6 Geo-locations across Central Europe, Dublin, New York, Eastern America and the Philippines.
The International Workforce Manager will manage volume across voice, messenger, social, webform and back-office and manage the varies levels of demand across pre-trip, trip and post-trip activity. The role will operate within a pressurised multitask environment often with reduced lead times, which may involve working out of office hours. Some travel across the network may be required to support the customer contact centres and partners