Job Purpose: At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’. Our Product team makes this possible by creating products that are innovative, efficient and a game changer in the aviation world. Do you want to play a part in that journey? Join us as a Contact Centre Manager and make your mark on the aviation world by taking our products to the next level.

About the role
As Contact Centre Manager, you will develop and implement the contact centre strategy and lead the contact centre via continuous motivation, development and inspiration to achieve all centre and individual Commercial objectives.

What you will do

• Develop and implement the contact centre strategy and lead the contact centre via continuous motivation, development and inspiration to achieve all centre and individual objectives.
• Prepare, request and manage budget in line with contact centre strategy. Continually monitor expenditure to ensure actual costs do not exceed submitted budget forecast.
• Coach, manage, develop and motivate direct reporting employees. Conduct regular performance management reviews ensuring that objectives and development plans are clearly set out and provide regular feedback to team members and management.
• Analyse call and revenue data to determine operational trends and provide solutions to increase sales, service and quality in order to achieve and exceed contact centre and network revenue, service and quality targets.
• Forecast resource requirements and ensure that recruitment campaigns are carried out to ensure that sufficient resources are in place to achieve agreed contact centre service, sales and quality targets.
• Continually review internal systems, procedures and processes to ensure resource and operational efficiency.
• Liaise with country management, EGHQ and Emirates network of contact centres and reservation offices to continually review and challenge processes to ensure effective and fit for purpose and to share knowledge, best ideas and best practice.
• Research, promote and implement new program, sales, service and employee satisfaction initiatives.
• Benchmark contact centre against other airline and contact centre industry standards and make recommendations in anticipation of industry developments.
• Raise profile of Emirates Group brand and services by proactively attending industry events and working with Commercial Sales to promote Emirates network wide.

Qualifications & Experience: This job might be for you if you have:

• Degree or Honours in a relevant discipline.
• Minimum 8+ Years of experience in managing contact centre operations, with at least 3+ years of experience in an Operations Manager/Site head role.
• Advanced knowledge of contact centre operations, and airline industry procedures & methodology.
• Strong people, team management and leadership skills preferably in a multi-cultural environment.

How you will work

• Customer centric mind-set, the customer is the focal point of delivering products, services, and experiences.
• We’re full time back in office here in Dubai at Emirates

You’ll have an edge if you are:

• Experienced in the aviation/ airline operations industry.
• Have a positive attitude and an ability to driving discernible change and delivery, at pace, in a pressurised environment.
• Agile and innovative mind-set with the tenacity to adapt and thrive in a constantly changing environment.

Recruitment Process and Timeline
Emirates is an international organisation with employees from over 160 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your sales & business development experience and your career aspirations. If you are shortlisted you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates.