Operations Manager Contact Centre - Medical Clinic (dnata Travel)

Emirates Airlines - Other locations; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading global air and travel services provider in Dubai is seeking an Operations Manager Contact Centre – Medical Clinic to lead and optimise customer communication operations. The ideal candidate will have over 8 years of experience in Call Center/Customer Service within Medical Settings, including 3+ years in leadership. You will drive operational improvements, ensure service levels, and manage a diverse team in a dynamic environment. Enjoy a competitive tax-free salary plus exclusive travel benefits as part of your employment.

Benefits

Attractive tax-free salary

Travel benefits

Discounts on flights and hotel stays

Qualifications

• 8+ years of Call Center/Customer Service experience in Medical Settings.
• 3+ years in a leadership role in a contact centre.
• Experience managing large teams and multi-channel environments.

Responsibilities

• Lead Contact Centre and support operations to deliver service levels.
• Drive revenue growth and cost efficiency through targeted initiatives.
• Deliver consistent multi-channel customer communications.

Skills

Customer relationship management

Data-driven decision-making

Leadership

Operational improvements

Effective communication

Education

Bachelor's degree

Tools

CRM tools

Workforce management tools

Job description

Job Purpose

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard.

As an Operations Manager Contact Centre – Medical Clinic you will lead and optimise Contact Centre and global support operations to ensure efficient, seamless customer communication aligned with business objectives. You will drive service excellence and deliver measurable improvements in performance, revenue, and cost efficiency through strong leadership, cross-functional collaboration, and data‑driven decision‑making.

In this role, you will

• Lead Contact Centre and support operations to deliver service levels, revenue, and quality outcomes
• Convert leadership strategy into clear operational plans and execution
• Drive revenue growth, cost efficiency, and CX improvements through targeted initiatives and projects
• Analyse volumes and KPIs to identify gaps, implement corrective actions, and report performance insights
• Deliver consistent, multi‑channel customer communications across voice and digital platforms
• Partner with stakeholders to manage disruptions, ensure compliance, and maintain business continuity
• Build operational capability in collaboration with Training and Group Learning & Talent teams

Qualification

To be considered for the role, you must meet the below requirements

• Bachelor’s degree with 8+ years of Call Center/Customer Service experience in Medical Settings, with strong expertise in customer relationship management.
• Proven experience in contact centre or customer service operations, including 3+ years in a leadership role
• Experience managing large teams, multi‑channel environments, and cross‑functional initiatives
• Strong track record of driving operational improvements using data and performance insights
• Solid understanding of contact centre technologies, CRM, and workforce management tools
• Strong people leadership skills with the ability to coach and build high‑performing teams
• Strategic and analytical, able to translate business goals into operational outcomes
• Effective communicator with strong stakeholder management capability
• Knowledge of regulatory compliance, data privacy, and business continuity
• Adaptable and resilient, able to manage change and operational disruptions

You’ll have an edge if you have

• Relevant certifications in Customer Experience, Project Management (e.g. PMP), or Lean Six Sigma are an advantage
• Exposure to global or multinational operations

At Emirates Group, we’re committed to providing our employees with opportunities to grow and develop in their careers. So if you’re looking for a challenging and rewarding opportunity, apply today and join our team!

Recruitment Process and Timeline

Emirates Group, is an international organisation with employees from over 170 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group 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 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 Group.

Salary & benefits

Join us in Dubai and enjoy an attractive tax‑free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world.

You can find more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what it’s like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.