Kunal Parmar

Key Responsibilities:

1. Greet and assist passengers at check-in counters, departure gates, and arrival areas.

2. Process ticket reservations, check baggage, and issue boarding passes accurately.

3. Ensure compliance with airline policies and procedures regarding luggage weight, size, and contents.

4. Handle customer inquiries, complaints, and requests with professionalism and empathy.

5. Collaborate with other departments to coordinate smooth flight operations and resolve any issues that may arise.

6. Maintain a clean and organized work environment in accordance with safety and security standards.

7. Provide support to passengers with special needs, including unaccompanied minors and passengers with disabilities.

8. Communicate effectively with flight crew, ground crew, and airport authorities to facilitate on-time departures and arrivals.

9. Stay updated on airline policies, procedures, and industry regulations to ensure accurate information dissemination to passengers.

10. Participate in training programs and workshops to enhance job knowledge and skills.

Key Responsibilities:

1. Monitor real-time contact center metrics, including call volumes, agent adherence, and service level performance.

2. Identify trends and patterns in real-time data to anticipate staffing needs and adjust resources accordingly.

3. Communicate effectively with supervisors and team leaders to address deviations from established performance targets.

4. Generate and distribute real-time reports and dashboards to key stakeholders, highlighting performance metrics and areas for improvement.

5. Utilize workforce management software to forecast and schedule agent activity based on anticipated call volumes and service level objectives.

6. Collaborate with workforce management team to develop and refine forecasting models and scheduling algorithms.

7. Assist in the implementation of strategies to optimize workforce utilization and minimize operational costs.

8. Provide recommendations for process improvements and efficiency gains based on real-time analysis.

9. Act as a subject matter expert on real-time performance metrics and workforce management best practices.

10. Stay updated on industry trends and emerging technologies related to workforce management and contact center operations.