Ryanair Europe's leading low-cost airline, known for revolutionizing air travel with its affordable fares and extensive network of routes across the continent and beyond is expanding its operations. With a commitment to making air travel accessible to all, connecting travellers to over 40 countries and operating more than 2,000 flights daily. As Ryanair continues to grow and innovate, delivering exceptional customer service remains a cornerstone of its success.
Role: The
Operations Manager for the customer solutions team will be responsible for overseeing the overall running of the new customer solutions team in Warsaw, ensuring delivery of exceptional service to Ryanair passengers. In this role the manager will be accountable for the delivery of excellent productivity and turnaround times on issues that are escalated to the team to handle. The manager will ensure KPI's are met and lead times for resolution are met and exceeded where possible. Accountable for the performance of CS operations in Warsaw, together with the team leaders and agents this manager will build effective cross-departmental relationships and utilise these to drive continuous improvements.
Desired Profile: Minimum2 years' experience at Operations Manager/Leader level with a proven record of accomplishment in managing a new team during ramp phase, excellent understanding of what drives company revenue and how to maximise this within the operation. Pro-actively calls out risks and mitigation plan to the wider business. Experience managing and developing a team of team leaders and agents to achieve the best outcome for the business.
Responsibilities:
- Develop and implement customer service strategies and policies to align with company objectives and enhance the customer experience, specifically in relation to customer solutions and problem solving,
- Manage and optimize the performance of the customer service team, including recruitment, training, and performance evaluations
- Monitor key performance indicators (KPIs) and metrics to assess performance and identify areas for improvement
- Collaborate with cross-functional teams to address customer feedback, resolve issues, and implement process improvements
- Stay abreast of industry trends and best practices in customer service to drive continuous improvement initiatives
- Use the knowledge and skills of the team to drive the continuous improvement agenda, leveraging technology and reporting solutions to help reduce manual work
- Keeping CSAT a key focus of the team targets and developing them to know how to deliver excellent results
- Selecting, training, developing, and managing performance of direct reports and their associates
Requirements
- 2+ years of leadership experience in an Operations manager role in a dynamic, fast-paced operation.,
- Excellent communication skills in English & Polish (additional languages such as French or Spanish are a plus)
- Proven experience in a management role within a customer service or contact centre environment
- Strong leadership and decision-making skills, with the ability to inspire and motivate teams to achieve goals
- Excellent analytical and problem-solving abilities
- Strategic thinking and ability to develop and execute initiatives to enhance customer satisfaction and loyalty
- Knowledge of the aviation sector and the challenges of managing a busy airline
Bachelor's degree in business administration, Management, or related field an advantage.