وصف الوظيفة
Role Overview
Contact Center Manager at Etihad Airways, based in Al Ain, UAE. UAE National candidates only.
Company Overview
Etihad Airways is the UAE's national airline, operating from its hub in Abu Dhabi and connecting people across continents and cultures. The organization is executing a "Journey 2030" ambition to double its fleet, expand its network, and grow its people for a new era of excellence.
Role Purpose
Lead the Dedicated Premium Team to deliver exceptional service to highest-value guests. Ensure both in-house and outsourced teams consistently uphold the brand promise, exceed guest expectations, and drive loyalty through premium service experiences.
Key Responsibilities
Daily Operations
- Oversee the premium team's day-to-day activities, managing both in-house and outsourced members to ensure seamless service delivery.
Performance Standards & Metrics
- Define and enforce high-performance criteria tailored to premium guest interactions.
- Monitor and analyse team performance against key metrics, with a strong focus on service quality and guest satisfaction.
Training & Development
- Conduct regular workshops and coaching sessions to elevate team skills and optimize service delivery.
Communication & Collaboration
- Implement clear, effective communication channels between in-house teams and outsourced partners.
- Foster a collaborative environment across in-house and outsourced teams to ensure service continuity.
Escalation Management
- Resolve escalated cases from high-value guests promptly, ensuring premium service standards are met.
Strategic Insights & Reporting
- Identify trends, anticipate guest needs, and drive strategic improvements through performance insights.
- Prepare comprehensive reports on team performance, guest feedback, and operational challenges for senior management.
Guest Satisfaction & Loyalty
- Develop and implement strategies to boost Net Promoter Score (NPS), strengthening guest satisfaction and loyalty.
Qualifications & Experience
- Degree-level education preferred, or equivalent professional experience.
- Minimum of 7 years in customer service, with a proven track record of delivering excellence.
- At least 3 years of management experience in an inbound or outbound contact center (essential).
- Experience in customer service within the travel sector.
- Six Sigma Green Belt certification required; Black Belt certification is an advantage.
- Certified COPC Implementation Leader with hands-on experience in process optimization.
Skills & Competencies
- Proven experience in contact center leadership with a focus on premium or high-value customer segments.
- Strong analytical skills with the ability to translate data into actionable insights.
- Exceptional communication and stakeholder management abilities.
- A passion for delivering world-class customer experiences.
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