Operations Supervisor-ADAC Customer Service

Serco
Abu Dhabi
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Customer focus","Customer relationship management","Escalation management","Team leadership","Performance improvement"]

Lead and supervise frontline airport operations and contact center functions in Abu Dhabi, ensuring world-class customer experience across all airport touchpoints. Serve as the central escalation point, coordinating passenger flow, call volumes, and service demand 24/7 while driving KPI and SLA adherence. Manage complaints, monitor team performance, coach staff, and use CAFM/case-management systems and MS tools to improve efficiency and resolve issues in line with HSQE and information security policies.

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FursaFursa
Serco
Serco
2 days ago

Operations Supervisor-ADAC Customer Service

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

Job Summary

Lead and supervise frontline airport operations and contact center functions in Abu Dhabi, ensuring world-class customer experience across all airport touchpoints. Serve as the central escalation point, coordinating passenger flow, call volumes, and service demand 24/7 while driving KPI and SLA adherence. Manage complaints, monitor team performance, coach staff, and use CAFM/case-management systems and MS tools to improve efficiency and resolve issues in line with HSQE and information security policies.
Location: Abu Dhabi
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead, supervise, and optimise airport operations and contact centre functions to deliver world-class customer experience.
  • •Coordinate passenger flow and service demand across channels 24/7.
  • •Act as the first point of escalation for operational and customer issues and ensure KPIs/SLAs are met.
  • •Manage customer complaints, ensuring resolution within agreed timelines.
  • •Coach and mentor team leaders and staff, conduct performance reviews, and run training/development; use CAFM/case-management tools to maximise efficiency.

Key Requirements

  • •5+ years’ experience in supervisory operations or a call centre environment.
  • •Strong customer focus with customer relationship management experience.
  • •Experience using computerised logging systems, preferably a CAFM application.
  • •Excellent skills using MS suite.
  • •Fluency in English (reading and writing); Arabic or another second language preferred.
Skills:Customer focusCustomer relationship managementEscalation managementTeam leadershipPerformance improvement
Languages:EnglishArabic
Tech Stack:CAFMCase management systemsMS suiteComputerised logging systems

Company Brief

Serco
Provides public services across defence, transport, health, justice, immigration and citizen services, delivering operations, consultancy and managed services to governments and commercial clients worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Hook, United Kingdom
Founded: 1929
WebsiteLinkedIn