Contact Center Manager – Premium Team (UAE National)

About the role

Etihad Airways is looking for a dynamic Contact Center Manager to lead its Dedicated Premium Team. The role focuses on delivering exceptional service to the airline’s highest‑value guests and ensuring both in‑house and outsourced agents meet the brand’s premium standards.

Key responsibilities

• Oversee daily operations of the premium team, coordinating in‑house and outsourced staff.
• Define and enforce performance standards tailored to premium guest interactions.
• Monitor KPI metrics, analyse service quality and guest‑satisfaction data.
• Conduct workshops and coaching sessions to continuously improve team skills.
• Implement clear communication protocols between internal teams and external partners.
• Handle escalated cases from high‑value guests promptly.
• Identify trends, anticipate guest needs and drive strategic improvements.
• Prepare comprehensive performance and feedback reports for senior management.
• Foster collaboration across all team members to ensure seamless service continuity.
• Develop strategies to boost Net Promoter Score (NPS) and strengthen loyalty.

Required profile

• Minimum 7 years of customer‑service experience, preferably in the travel sector.
• At least 3 years of management experience in an inbound/outbound contact centre.
• Degree‑level education or equivalent professional experience.
• Proven track record leading premium or high‑value customer segments.
• Strong analytical ability to turn data into actionable insights.
• Excellent communication and stakeholder‑management skills.

Required skills

• Six Sigma Green Belt (Black Belt is a plus).
• COPC Implementation Leader certification.