SkyCargo Contact Centre Operations Officer - Emiratisation

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

Job Purpose

With over 40 years of global trading experience, SkyCargo connects people and businesses to a world of incredible opportunities.

Within this role you will ensure effective day‑to‑day contact centre operations by leading shift activities, managing performance, and resolving real‑time issues. Drive service excellence by aligning resources with demand, supporting agents, and delivering key updates. Foster a high‑performance culture through knowledge sharing, engagement, and acting as deputy to the Contact Centre Manager when required.

Lead daily shift performance by proactively managing workflows and productivity, ensuring service level agreements (SLAs) and quality targets are consistently achieved with minimal disruption to customer experience.

Provide hands‑on support during shifts as the go‑to contact for agents and supervisors resolving escalations, offering sales and product guidance, and ensuring informed decision‑making in real time.

Maintain operational readiness by managing urgent issues, monitoring call trends, and ensuring resources are aligned with customer demand to minimise service impact.

Communicate critical updates from senior leadership and Group functions, ensuring timely, accurate dissemination of product, process, and policy changes across the contact centre team.

Support resourcing and knowledge development by coordinating roster planning (where applicable), promoting agent training, and driving engagement through knowledge‑sharing initiatives and motivation campaigns.

Act as operational deputy for the Contact Centre Manager during absences, ensuring leadership continuity, informed decision‑making, and consistent team performance.

Qualification

12 years schooling or equivalent: Customer Service, Call Centre 5+ years

or

Degree or Honours (12+3 or equivalent): Customer Service, Call Centre 2+ years

Knowledge/skills:

• Working knowledge of contact centre industry procedures and methodology.
• Minimum 3 years Cargo/Express and/or Contact Centre experience.
• Preferred knowledge of Cargo/Express Courier products and services.
• Knowledge of navigating CRM Sales Force or Genesys.
• Excellent interpersonal, telephone, and customer service skills.
• People management, coaching, and people development.
• Ability to work in a busy sales team environment.
• PC based skills to operate Windows packages such as Microsoft Word/Excel/email.

Join us

Join our team of over 100,000 people and follow your passions into one of over 50 brands in the Emirates Group. We’re led by our world‑famous airline, Emirates, and our global air services provider, dnata. All our leading brands – in travel, tourism, leisure, aviation, sport and retail – reflect our passion for innovation. We strive for exceptionally high standards in all the products and services we offer and we’ve built an admired global reputation because of it. Work with us to build exciting brands and progress your career in the Emirates Group.

Salary & Benefits

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

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