SkyCargo Contact Centre Operations Officer - Emiratisation

Emirates Group
Dubai
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Experience: 3+ yearsEducation: bachelorsSkills: ["Customer service","Communication","Problem-solving","Leadership","Coaching"]

Oversee day-to-day contact centre operations for SkyCargo, leading shift activities, managing performance and real-time issues, and acting as deputy to the Contact Centre Manager to ensure high service levels, agent support, and timely updates across the team.

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FursaFursa
Emirates Group
Emirates Group
2 months ago

SkyCargo Contact Centre Operations Officer - Emiratisation

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Oversee day-to-day contact centre operations for SkyCargo, leading shift activities, managing performance and real-time issues, and acting as deputy to the Contact Centre Manager to ensure high service levels, agent support, and timely updates across the team.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead daily shift performance by proactively managing workflows and productivity, ensuring service level agreements (SLAs) and quality targets are consistently achieved with minimal disruption to customer experience.
  • •Provide hands-on support during shifts as the go-to contact for agents and supervisors resolving escalations, offering sales and product guidance, and ensuring informed decision-making in real time.
  • •Maintain operational readiness by managing urgent issues, monitoring call trends, and ensuring resources are aligned with customer demand to minimise service impact.
  • •Communicate critical updates from senior leadership and Group functions, ensuring timely, accurate dissemination of product, process, and policy changes across the contact centre team.
  • •Support resourcing and knowledge development by coordinating roster planning (where applicable), promoting agent training, and driving engagement through knowledge-sharing initiatives and motivation campaigns.

Pay and Benefits

Perks:Travel Allowance

Key Requirements

  • •3+ years Cargo/Express and/or Call Centre experience
  • •Working knowledge of contact centre procedures and methodology
  • •Degree or Honours (12+3 or equivalent): Customer Service/Call Centre
  • •Knowledge of navigating CRM Salesforce or Genesys
  • •Excellent interpersonal, telephone, and customer service skills
Experience:3+ yearsCargoExpressCall centreLogisticsAirline
Education:Bachelor's
Skills:Customer serviceCommunicationProblem-solvingLeadershipCoaching
Tech Stack:SalesforceGenesysCRMMicrosoft WordExcel

Company Brief

Emirates Group
The Emirates Group operates Emirates airline and related aviation services, providing passenger and cargo air transport, ground handling, and travel services worldwide with a large global network and integrated aviation operations.
Industry: Aviation
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Funding: Government Funded
Headquarters: Dubai, United Arab Emirates
Founded: 1985
WebsiteLinkedIn