Contact Center Manager - UAE National Only - Al Ain

Etihad Aviation Group
Al Ain, Abu Dhabi
Workplace: OnsiteFull timeFunction: SalesExperience: 7+ yearsSkills: ["Analytical skills","Communication","Stakeholder management","Leadership","Coaching"]

Lead and optimize a premium contact center team serving Etihad’s highest-value guests. Oversee daily operations across in-house and outsourced staff, set performance standards, track KPIs for service quality and satisfaction, and manage escalations. Drive coaching and workshops, implement communication protocols with partners, analyze trends to improve guest experience, and report outcomes and challenges to senior management while working to increase NPS and loyalty.

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Etihad Aviation Group
Etihad Aviation Group
1 day ago

Contact Center Manager - UAE National Only - Al Ain

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Last checked: 47 minutes agoStatus: Live

Job Summary

Lead and optimize a premium contact center team serving Etihad’s highest-value guests. Oversee daily operations across in-house and outsourced staff, set performance standards, track KPIs for service quality and satisfaction, and manage escalations. Drive coaching and workshops, implement communication protocols with partners, analyze trends to improve guest experience, and report outcomes and challenges to senior management while working to increase NPS and loyalty.
Location: Al Ain, Abu Dhabi
Workplace: Onsite
Employment Type: Full time
Job Function: Sales
Seniority: Manager level

Key Responsibilities

  • •Oversee the premium team’s day-to-day operations across in-house and outsourced members to ensure seamless service delivery.
  • •Define and enforce premium guest performance standards and monitor team performance against service quality and guest satisfaction KPIs.
  • •Conduct regular workshops and coaching sessions to elevate team skills and optimize service delivery.
  • •Manage escalated cases from high-value guests promptly while ensuring premium service standards are met.
  • •Implement communication protocols between in-house teams and outsourced partners, analyze trends, and report performance and guest feedback to senior management.

Key Requirements

  • •Minimum 7 years of customer service experience with a proven record of delivering excellence.
  • •At least 3 years of management experience in an inbound/outbound contact center.
  • •Degree-level education preferred, or equivalent professional experience.
  • •Six Sigma Green Belt required (Black Belt is an advantage).
  • •Travel-sector customer service experience, plus Certified COPC Implementation Leader with hands-on process optimization experience.
Experience:7+ yearsTravelContact centerCustomer serviceInbound/outbound
Skills:Analytical skillsCommunicationStakeholder managementLeadershipCoaching
Certifications:Six Sigma Green BeltCOPC Implementation Leader
Languages:English (UK)

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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