Contact Center Manager - UAE National Only - Al Ain

Etihad; Abu Dhabi; On-site; AED 335,000 - 603,000; Full time

Job summary

Etihad Airways is seeking a dynamic Contact Center Performance Manager to lead the Dedicated Premium Team, ensuring premium service for high-value guests across in-house and outsourced operations.

You will drive NPS, analyze performance data, and implement coaching to sustain world-class guest experiences while collaborating across departments to maintain service continuity.

Qualifications

• 7+ years in customer service with a proven track record of delivering excellence.
• At least 3 years of management experience in an inbound/outbound Contact Center.
• Education: Degree-level preferred, or equivalent professional experience.
• Six Sigma Green Belt is required; Black Belt certification is an advantage.
• COPC Implementation Leader with hands-on process optimization experience.

Responsibilities

• Oversee the premium team’s day-to-day operations, including in-house and outsourced members.
• Define and enforce high-performance criteria for premium guest interactions.
• Monitor KPIs and guest satisfaction, identify trends and improvements.
• Conduct workshops and coaching to elevate team skills and service delivery.
• Establish clear communication between in-house teams and outsourced partners.
• Resolve escalated cases from high-value guests promptly and professionally.
• Prepare reports on performance, guest feedback, and operational challenges.

Skills

contact center leadership

premium service

analytical thinking

stakeholder management

communication

guest experience

Education

Degree-level education

Six Sigma Green Belt

COPC Leadership Certification

Job description

Job Description

We are seeking a dynamic Contact Center Performance Manager to lead our Dedicated Premium Team, a specialized group focused on delivering exceptional service to our highest-value guests. This role is pivotal in ensuring that both in-house and outsourced teams consistently uphold our brand promise, exceed guest expectations, and drive loyalty through premium service experiences.

Key Accountabilities

• 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: Define and enforce high-performance criteria tailored to premium guest interactions.

• KPI Tracking: 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 Protocols: Implement clear, effective communication channels between in-house teams and outsourced partners.

• Escalation Handling: Resolve escalated cases from high-value guests promptly, ensuring premium service standards are met.

• Data Analysis: Identify trends, anticipate guest needs, and drive strategic improvements through performance insights.

• Reporting: Prepare comprehensive reports on team performance, guest feedback, and operational challenges for senior management.

• Collaboration: Foster a collaborative environment across in-house and outsourced teams to ensure service continuity.

• NPS Enhancement: Develop and implement strategies to boost Net Promoter Score (NPS), strengthening guest satisfaction and loyalty.

What We’re Looking For

• 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.

Qualifications

• Education: Degree-level education preferred, or equivalent professional experience.

• Customer Service Experience: Minimum of 7 years in customer service, with a proven track record of delivering excellence.

• Management Experience: At least 3 years of management experience in an inbound/outbound Contact Center (essential).

• Industry Background: Experience in customer service within the travel sector.

• Six Sigma Certification: Six Sigma Green Belt required; Black Belt certification is an advantage.

• COPC Leadership: Certified COPC Implementation Leader with hands‑on experience in process optimization.

Additional Information

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

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