1. 5-8 years of experience working in leading call centre. 2. Well versed with Airlines terminology. 3. Very good command over communication language (English and one or two local language) 4. Evaluate staff effectiveness and performance annually or on an at-need basis. 5. Hire, onboard and train call centre personnel on Inbound/Outbound Process, CRS system 6. Preparing reports and analysing call centre data to improve processes, ensure resources are properly allocated, and maximise efficiency and customer satisfaction. 7. Develop monthly, quarterly and annual call centre goals and action plans. 8. Answering representatives questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives 9. Ensuring staff members are achieving desired service levels and taking corrective action, as needed. 10. Manage and monitor all activities of a call centre on a daily basis.