Airlines - Corporate Operations

Description:

Are you an experienced contact centre leader with a relentless passion for delivering an excellent customer experience, who can shape and evolve the service we deliver through our large customer contact reservations centre based in Dubai?


As Manager Global Contact Centre for Emirates Airline you’ll have the opportunity to manage the implementation of the global contact centre strategy. Your ability to develop and motivate a team of operational managers to coach a team of over 700 direct and indirect reporting employees will be critical to the business.


Your extensive experience, energy and people management skills in a contact centre environment will enable you to inspire the department to meet the demanding direct sales revenue targets, wider company commercial objectives & customer service quality levels.


As the jobholder you’ll be committed to cultivating a culture of performance, collaboration and will thrive in an environment with staff from various cultural backgrounds and experience levels. You will be responsible for receiving multi-channel interactions (calls, email, chat, social) and servicing customers across broad geographical areas on a 24/7 basis working for one of the fastest growing airlines. Where could you be tomorrow? Apply Now.

Requirements:

QUALIFICATIONS & EXPERIENCE


Degree or Honours (12+3 or equivalent) Experience:
10+ yrs - Customer Service Call CentreKnowledge/skills:

Strong people, team management and leadership skills preferably in a multi-cultural environment.
Preferred to have working knowledge in Loyalty Programs, travel management, airline call centre or service management company.
Working knowledge of contact centre and airline industry procedures and methodology in multiple markets is beneficial
Ability to communicate, negotiate and influence effectively.
Experience with reviewing the overall performance of the Contact centre to ensure that standards of accuracy and quality are maintained.
SALARY & BENEFITS

We offer an attractive tax-free salary, paid in Dirhams, the local currency of the UAE. The Dirham is linked to the Special Drawing Right of the International Monetary Fund and it has been held constant against the US dollar since the end of 1980 at a mid-rate of approximately US$1=Dh3.66. Besides generous travel benefits normally associated with an airline, this managerial role also has excellent leave and health care packages, accommodation, power and water paid for, along with transport benefits, life insurance and other employee benefits making the role attractive to high performers. By viewing the 'Dubai Lifestyle' section in the careers website you can also consider the many benefits of Dubai as a location to live and work in.

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