Cargo Contact Center & Control Tower Manager

Synopsis



Lead and direct the 24/7 Network Control Tower and Cargo Contact Centre teams that provides day-to-day control, live monitoring and proactive follow up of global network shipments, operational performance, deviations and cargo tracing activities. Update stakeholders on service recovery of every irregularity. Focus on Global Partners and customers to achieve enhanced customer experience and more sophisticated resolution of service failures.

Define and monitor appropriate key performance indicators for both customer satisfaction and operational delivery performance. Consider all elements of customer expectation and ensure the overall service delivery performance is aligned with best-in-class industry standards.

Accountabilities

• Accountability for monitoring of all defined KPIs within the Cargo Control Tower and Contact Centre and addressing any identified issues to implement corrective action after identifying the root cause.
• 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.
• Pro-active management via highlighting and preventing risks leading to shipment delays or customer dissatisfaction by timely escalation across the organisation.
• Liaise with relevant stakeholders in constructive and effective problem resolution, avoiding unnecessary costs and delays in Cargo Delivery
• Oversee and control of real time monitoring via the control tower dashboard and other applications of all Irregularities with dedicated attention to special products, SmartTrack and high value customers. 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.
• Oversee reporting and root cause analysis of network service delivery failures, such as MSCA, FDCA, MSAW, FDAW; and for addressing relevant stakeholders for improvement
• 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.
• Comply with Etihad communication standards and represent the company values towards external and internal customers.
• Perform other department duties related to his/her position as directed by the head of the department
  
  

Education & Experience

• 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
  
  

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

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