Contact Centre Operations Officer – Emiratisation

About the role

Emirates SkyCargo is looking for a Contact Centre Operations Officer to support its Emiratisation programme. The role ensures smooth day‑to‑day contact‑centre operations, aligns resources with demand, and acts as the deputy to the Contact Centre Manager when required.

Key responsibilities

• Lead shift activities, monitor performance and resolve real‑time issues to meet SLA and quality targets.
• Provide hands‑on support to agents and supervisors, handling escalations, sales guidance and product queries.
• Monitor call trends, manage urgent issues and ensure resources are aligned with customer demand.
• Communicate updates from senior leadership, ensuring timely dissemination of product, process and policy changes.
• Coordinate roster planning, promote agent training and drive engagement through knowledge‑sharing initiatives.
• Act as operational deputy for the Contact Centre Manager during absences, maintaining leadership continuity.

Required profile

• 12 years of schooling or equivalent, preferably with a degree or honours in Customer Service or Call Centre studies.
• Minimum 5 years of call‑centre experience, including at least 3 years in cargo/express or contact‑centre environments.
• Proven people‑management, coaching and development capabilities.
• Strong interpersonal and telephone communication skills.
• Ability to work in a fast‑paced sales team and make informed decisions under pressure.

Required skills

• Working knowledge of contact‑centre industry procedures and methodology.
• Familiarity with CRM platforms such as Salesforce or Genesys.
• Proficiency in Microsoft Word, Microsoft Excel and Windows‑based PC applications.