Air
Arabia recrute 3 Profils
Catering
Controller – Casablanca
Poste:
Key
Responsibilities:
- Catering products controller in
term of quantity and quality on daily basis;
- Duty free products controller in
term of quantity, quality and fraud cases;
- Bases visit for spot-checks,
cash collection and same reasons as points 1 & 2;
- Provide feedbacks to Cabin Crew
Department about missing and/or damaged Items;
- Assist Cabin Crew Department on
Products development according to daily
basis experiences;
- Cash collection from the crew,
provide receipt and make a daily report;
- Deliver cash to concerned
caterer and provide feedback to management;
- Company commission calculation
for all bases and both caterer Atlas Servair (CMN, RAK &
AGA), Budas Catering (NDR, TNG & FEZ);
- Calculate the monthly
commissions for Cabin Crew;
- BOB & Duty free files follow
up with all caterers in different bases;
- Provide Best seller data to
Cabin crew Department;
- Catering Invoices control &
validation;
- Provide Cash Not Handed Report
to Cabin Crew Department;
- Meals & catering order to
Caterer 48 hours prior to flights.
Profil
recherché:
Expérience
- At least 1 or 2 years of
experience in a computerized accounting environment is essential.
- Experience working with an
airline is an added advantage.
- Excellent computer skills,
especially in excel spread sheets.
Qualification:
- Graduate of Finance /
Accounting,
Duty
Supervisor-Call Center – Casablanca
Poste:
Assists the
Manager by guiding, supervising and driving the Inbound operations and sales
across the network, monitoring performance of staff and systems, resolving
problems, and preparing and executing action plans; drives the teams to achieve
objectives is in line with set measures and company’s adopted policies and
procedures.
Profil
recherché:
Key
Responsibilities:
- Manages Contact Center Inbound –
teams and day-to-day operations in all hubs directly and through switch
monitors to ensure smooth operations; manages traffic in covering
customers’ inquiries/complaints raised from different channels mainly:
telephone calls; ensures accurate information on products and services are
communicated through all teams.
- Provides input to Manager-
Contact Center to set policies/procedures, user and quality manuals for
the Contact Center.
- Identifies/allocates manpower
needs based on workload, volume of calls and efficiency to cater for the
forecasted calls and enable the contact center meet set objectives.
- Defines/sets and drives the
sales targets of agents/teams to achieve business goals and maximize
profit by developing efficiency and providing guidance on best practices.
- Plans work schedules and duty
roster of Inbound Teams, monitors attendance, leave and overtime records;
coordinates other HR related activities for the entire section.
- Assists the Manager- Contact
Center in the daily operations by providing on “Floor” guidance, support
and monitoring to all inbound agents, creates a challenging and
motivational environment to reduce pressure and drive teams achieve their
individual/group targets.
- Monitors communication such as
random calls and emails to improve quality, minimize errors and track
operative performance thereby increasing sales.
- Develops/conducts individual/team’s
performance objectives and assessment reports to highlight pitfalls,
identify gaps and recommend best approaches to be adopted for bridging
those gaps.
- Partners with
supervisors/manager to develop individual/group development plans to
enhance the performance of the team, including: coaching, mentoring,
counselling, training, etc.
- Internally, identifies, analyzes
pitfalls and complaints; recommends improvements to enhance customers’
experience and implement best practices in services and operating procedures
thus achieving/maintaining high quality in performance in workflow to
increase sales.
- Ensures all Contact Center
technical facilities, systems, tools and equipment (computers, telephones,
headsets, etc.) are properly installed, upgraded and maintained in
coordination with suppliers and IT division; develops preventive
maintenance programs and immediate technical support to all work stations
when not fully operational.
- Supports supervisors by
providing sufficient training on the different technological procedures,
flowcharts constructions, skills or systems used in the Contact Center and
supervises over their accuracy in transferring the knowledge to
representatives.
- Prepares and develops function
related reports, action plans, analysis and system audits.
- Manages Outbound, Notify
and Customer Support teams to ensure satisfaction of customer enquiries
and complaints raised from different channels mainly: email, social media,
chat or messaging applications, all in a professional and timely manner.
- Defines/sets and drives the
outbound sales’ monthly and annual targets to achieve company’s goals in
(group bookings, telesales and holiday sales) and to maximize revenue by
developing efficiency and providing guidance to teams on best practices.
- Monitors corresponding team’s
communication channels such as random calls, emails and chats to improve
quality, minimize errors and track operative performance thereby
increasing sales;
- Assists the Managerin the daily
operations by providing on “Floor” guidance, support and monitoring to all
outbound/notify/support agents, creates a challenging and motivational
environment to reduce pressure and drive teams achieve their
individual/group targets.
- Identifies/allocates manpower
needs based on workload and efficiency to meet set objectives.
- Leads respective individual and
team’s performance objectives and assessment reports to highlight
pitfalls, identify gaps and recommend best approaches to be adopted for
bridging those gaps.
- Partners with
supervisors/manager to enhance the performance of the team, including:
coaching, mentoring, counselling, training etc.
- Recommends improvements to
enhance customers’ experience thru new initiatives or projects; implements
best practices in services and operating procedures thus
achieving/maintaining high quality in performance in workflow to increase
sales and customer support and service.
- Partners with other stakeholders
such as IT, Finance, and Operations to ensure successful implementation,
day-to-day operation, and effective work flow of new projects and systems
such as the CRM system. Supervises any updates and integration processes
as needed.
- Supports supervisors and team by
providing sufficient training on the related technological procedures,
flowcharts constructions, skills or systems used in the contact center and
supervises over their accuracy in transferring the knowledge to teams.
- Prepares and develops
function related reports, action plans, analysis and system audits.
- Develops/implements and manages
business plans and sets target objectives to generate revenue through
Inbound/Outbound calls ensuring best practice is applied in providing all
information and services and in promoting sales, thereby leading to
enhancing customers’ experience and increasing sales and revenue.
- Oversees, directs, and manages
the performance management exercise for all contact center staff and
systems versus the set KPIs and identified goals and objectives.
- Applies best practices in
overall performance including facilities, technical resourcing, systems,
equipment, process flow and reporting.
- Partners with HR to Identify
training and development needs for all contact center staff; leads, guides
and coaches supervisors and agents continuously.
- Manages manpower planning,
recruitment, selection, incentives, promotions, rewarding schemes,
duty rosters, disciplinary, grievance and other HR related issues for the
Contact Center staff; delegates responsibilities to supervisors and
monitors accordingly.
- Initiates/implements Service
Level Agreements [SLAs] with other departments, such as ground operations,
marketing, sales, etc. related to promotions and communication that serve
enhance their respective performance.
- Provides targeted feedback to
commercial teams to functions including responses to promotions.
Qualfications
& Expereince:
- Bachelor degree in
Management/Sales/Marketing or equivalent.
- Quality Assurance and Sales
certificates are a plus.
- Capable of using technology
systems and tools; proficient in Microsoft Office.
- Fluent in English & French
Languages. (Arabic where needed)
- 5-7 years of Call/Contact Center
experience in Airline/Aviation/Hospitality industry 2 of which in a
supervisory role; experience with low cost airline is a plus
- Strong knowledge of Contact
Center technology, systems and tools for inbound services.
- Developed skills in planning and
organizing large service delivery functions.
- Capable for
drafting/implementing function-related policies, procedures and action
plans
- Proven skills in analyzing data,
identifying pitfalls and recommending cost-effective solutions.
- Cost-oriented, possesses
effective persuasive, negotiation, problem solving and decision making
skills.
- Employs a balance of technical
expertise, and interpersonal relations to execute new initiatives that
support company’s objectives.
- Demonstrates the ability to
contribute and successfully deliver against business strategy and set
KPIs.
Key
Account Executive – Casablanca
Poste:
To achieve
commercial objectives in the assigned area/territory from different channels,
building effective business relationships, enhancing brand visibility and
promoting company’s products and services. To achieve targets, carry marketing
campaigns and promotions, and increase the market share of the company
ensuring productivity is in line with set measures and company’s adopted
policies and procedures
Profil
recherché:
- Achieves and exceeds the set
sales targets in the assigned area/territory; constantly reviews financial
data to evaluate performance; identifies shortages, determine root causes,
recommends changes to Sales Manager, and implements corrective measures
accordingly.
- Identifies new opportunities to
maximize sales adopting different channels such as existing/new travel
agencies, corporates and online portals in the assigned area.
- Carries field visits to identify
key contacts and decision makers in travel agencies; makes appointments
and conducts meetings to educate and influence them promote Air Arabia
products and services.
- Develops/maintains effective
business relationships with travel agencies, GSAs, government departments,
ministries, tourism companies, as well as individual agents and trade
companies, to increase distribution, enhance business and grow sales.
- Builds/maintains rapport with
stakeholders and key customers in the respective area with an accurate
database.
- Conducts field visits,
bench-mark analysis to keep abreast with competitors’ position, market
conditions, and customer needs affecting market trends.
- Prepares timely sales
performance reports for the respective Manager to agree on necessary
action and ensure required load factors.
- Recognizes the unique needs of
the assigned territory versus Air Arabia products and services; evaluates
flights and fares with Sales Manager/Revenue Management Team, identifies
new route opportunities and recommends the same to respective Manager with
a proper business case.
- Provides support and necessary
guidance/training to sales agents on new products, systems and preferred
sales techniques needed to promote Air Arabia in the respective
area.
- Collaborates with Sales Manager,
Marketing &Corporate Communications, to coordinate marketing campaigns
and activities such as road-shows, trade presentations, and FAM trips to
ensure increased branding visibility.
- Liaises with the
E-Business team to promote online sales and increase ancillary revenue
through directed sales activities.
- Groups booking and Allotment
negotiation with travel agencies, associations & schools.
Work
experience & Qualifications
- 1-2 years of related sales
experience, preferably in Aviation/Airline or tourism industry, experience
with low cost airline is a plus.
- Possesses effective persuasive
sales and marketing skills and techniques.
- Proven skills in analyzing data,
identifying pitfalls and recommending effective solutions.
- Cost-oriented, possesses
effective persuasive, negotiation, problem solving and decision making
skills.
- Ability to use a balance of
technical expertise, and interpersonal relations to execute new
initiatives that support company’s objectives.
- Capable of understanding market
needs, trends, and planning accordingly.
- Capable of developing reports,
comparison sheets, and charts as well as utilizing statistics to identify
trends and support the revenue team with recommendations.
- Capable of developing and
conducting power point presentation to clients.
- Demonstrates the ability to
contribute and successfully deliver against business strategy and set
KPIs.
- Established rapport with clients
and government authorities, etc
- Bachelor degree in Management or
equivalent.
- Additional qualification in
Aviation/IATA/Tourism is a plus.
- Proficient in Microsoft Office:
Word, Excel, Power Point.
- Good in English Language (Arabic
where necessary).
