Contact Center Manager - Premium (Jordan)

Etihad Aviation Group
Amman
Workplace: OnsiteFull timeFunction: Communications, PR & CommunityExperience: 7+ yearsSkills: ["Leadership","Training","Communication","Data analysis","Problem resolution"]

Oversee daily operations of a dedicated premium team within the contact center, ensuring both in-house and outsourced agents deliver high-quality service to high-value guests. Set premium-specific service standards, monitor KPIs and guest satisfaction, run ongoing training, and manage escalated cases. Use performance data to identify trends and drive improvements, and deliver regular reporting to senior management. Lead initiatives to improve Net Promoter Score (NPS).

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Etihad Aviation Group
Etihad Aviation Group
1 day ago

Contact Center Manager - Premium (Jordan)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Oversee daily operations of a dedicated premium team within the contact center, ensuring both in-house and outsourced agents deliver high-quality service to high-value guests. Set premium-specific service standards, monitor KPIs and guest satisfaction, run ongoing training, and manage escalated cases. Use performance data to identify trends and drive improvements, and deliver regular reporting to senior management. Lead initiatives to improve Net Promoter Score (NPS).
Location: Amman
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Oversee daily operations of the dedicated premium team, managing both in-house and outsourced members to ensure exceptional service.
  • •Define and uphold premium-specific high-performance standards and service criteria for high-value guest interactions.
  • •Track and analyze team performance against KPIs focused on service quality and guest satisfaction.
  • •Conduct regular training sessions and workshops to elevate team skills and optimize service delivery.
  • •Handle escalated cases, analyze performance trends, and prepare reports on team performance and guest feedback for senior management.

Key Requirements

  • •Minimum of 7 years of customer service experience.
  • •3+ years of management experience in an inbound/outbound Contact Center (essential).
  • •Experience in customer service and the travel sector.
  • •Degree level education preferred, or equivalent.
  • •Six Sigma Green Belt (Black Belt is an advantage) and COPC implementation leader.
Experience:7+ years
Skills:LeadershipTrainingCommunicationData analysisProblem resolution
Certifications:Six Sigma Green Belt
Languages:English (UK)
Tech Stack:KPIsNPSSix SigmaCOPC

Eligibility

Nationality:UAE National

Company Brief

Etihad Aviation Group
Etihad Aviation Group (Etihad Airways) is the national airline of the UAE, operating passenger and cargo services worldwide from Abu Dhabi and providing aviation-related services across hospitality, maintenance and cargo sectors.
Industry: Airlines
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Funding: Government Funded
Headquarters: Abu Dhabi, United Arab Emirates
Founded: 2003
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