Job description

The contact center performance manager for the dedicated premium team will oversee a specialized team focused on providing exceptional service to our highest-value guests. This role ensures that both in-house and outsourced team members deliver outstanding service, maintain high levels of guest satisfaction, and uphold our brand standards.

Accountabilities

• Oversee daily operations of the dedicated premium team within the contact center, managing both in-house and outsourced teams to ensure exceptional service.
• Define and uphold high-performance standards and service criteria specifically tailored to high-value guest interactions.
• Track and analyse team performance against key KPIs, with a strong emphasis on service quality and guest satisfaction.
• Conduct regular training sessions and workshops to elevate team skills and optimize service delivery.
• Implement clear and effective communication protocols to ensure smooth coordination between in-house teams and outsourced partners.
• Handle escalated cases from high-value guests, providing prompt resolutions that align with premium service standards.
• Analyse performance data to identify trends, anticipate needs, and drive strategic improvements.
• Prepare comprehensive reports on team performance, guest feedback, and operational challenges for senior management review.
• Cultivate a collaborative environment between in-house and outsourced teams to ensure seamless communication and service continuity.
• Develop and implement strategies to enhance the net promoter score (NPS) for this premium guest segment, driving initiatives that strengthen guest satisfaction and loyalty.

Qualifications

Education & experience

• Degree level education preferred, or equivalent.
• Minimum of 7 years customer service experience.
• 3+ years of management experience in an inbound/outbound contact center (essential).
• Experience in customer service and in travel sector.
• Six Sigma Green Belt (Black Belt is an advantage).
• COPC implementation leader.

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.

Recruitment fraud alert

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.