Etihad Aviation Group

12 hours ago

Contact Center Manager - Premium

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Lead a dedicated premium contact center team to deliver exceptional service for high-value guests. Oversee daily operations across in-house and outsourced staff, enforce premium performance standards, track KPIs for service quality and satisfaction, and resolve escalations from top-tier guests. Drive improvement through coaching, workshops, data-driven trend analysis, and reporting to senior management, while strengthening NPS through targeted strategies.

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Manager level

Key Responsibilities

•Oversee daily operations for the premium team, managing both in-house and outsourced members to ensure seamless service delivery.
•Define and enforce premium performance standards and monitor team performance against KPIs for service quality and guest satisfaction.
•Conduct workshops and coaching sessions to elevate team skills and optimize service delivery.
•Implement clear communication protocols between in-house teams and outsourced partners, ensuring service continuity.
•Resolve escalated cases from high-value guests and prepare reports on team performance, guest feedback, and operational challenges; drive NPS enhancement initiatives through data analysis.

Key Requirements

•Degree-level education preferred, or equivalent professional experience.
•Minimum 7 years in customer service with a track record of delivering excellence.
•At least 3 years of management experience in an inbound/outbound contact center (essential).
•Customer service experience within the travel sector.
•Six Sigma Green Belt required; Black Belt and COPC Implementation Leader (with process optimization experience) are advantageous.

Experience:7+ yearsTravelContact centerCustomer service

Skills:CommunicationStakeholder managementAnalytical thinkingCoaching

Certifications:Six Sigma Green BeltSix Sigma Black BeltCOPC Implementation Leader

Languages:English (UK)

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

Glassdoor: 3.6

Website LinkedIn Glassdoor

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Etihad Aviation Group

12 hours ago

Contact Center Manager - Premium

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Manager level

Key Responsibilities

•Oversee daily operations for the premium team, managing both in-house and outsourced members to ensure seamless service delivery.
•Define and enforce premium performance standards and monitor team performance against KPIs for service quality and guest satisfaction.
•Conduct workshops and coaching sessions to elevate team skills and optimize service delivery.
•Implement clear communication protocols between in-house teams and outsourced partners, ensuring service continuity.
•Resolve escalated cases from high-value guests and prepare reports on team performance, guest feedback, and operational challenges; drive NPS enhancement initiatives through data analysis.

Key Requirements

•Degree-level education preferred, or equivalent professional experience.
•Minimum 7 years in customer service with a track record of delivering excellence.
•At least 3 years of management experience in an inbound/outbound contact center (essential).
•Customer service experience within the travel sector.
•Six Sigma Green Belt required; Black Belt and COPC Implementation Leader (with process optimization experience) are advantageous.

Experience:7+ yearsTravelContact centerCustomer service

Skills:CommunicationStakeholder managementAnalytical thinkingCoaching

Certifications:Six Sigma Green BeltSix Sigma Black BeltCOPC Implementation Leader

Languages:English (UK)

Company Brief

Etihad Aviation Group

Industry: Airlines

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Government Funded

Headquarters: Abu Dhabi, United Arab Emirates

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor