Cargo Contact Center Lead — Shift Performance & Escalations

Emirates Airlines - Other locations; Dubai; On-site; AED 220,000 - 294,000; Full time

Job summary

A leading global airline in Dubai seeks a Contact Centre Operations Leader. This role involves ensuring effective daily operations, managing performance, and resolving real-time issues. The ideal candidate will possess strong leadership skills, a background in customer service or call centres, and the ability to foster a high-performance culture. Attractive salary and travel benefits are offered, alongside excellent opportunities for career progression.

Benefits

Travel benefits including discounts on flights

Attractive salary

Qualifications

• 5+ years of customer service or call centre experience.
• Minimum 3 years of Cargo/Express and/or contact centre experience.
• Ability to work in a busy sales team environment.

Responsibilities

• Oversee daily contact centre operations.
• Resolve escalations and provide support to agents.
• Manage workflows and productivity.

Skills

Working knowledge of contact centre industry procedures

Cargo/Express and/or Contact Centre experience

Excellent interpersonal and customer service skills

People management and coaching

PC skills for Microsoft Word/Excel/email

Education

12 years schooling or equivalent

Degree or Honours (12+3 or equivalent)

Tools

CRM Sales Force

Genesys

Job description

A leading global airline in Dubai seeks a Contact Centre Operations Leader. This role involves ensuring effective daily operations, managing performance, and resolving real-time issues. The ideal candidate will possess strong leadership skills, a background in customer service or call centres, and the ability to foster a high-performance culture. Attractive salary and travel benefits are offered, alongside excellent opportunities for career progression.