Contact Center Performance Manager – Premium Team

About the role

We are looking for a dynamic Contact Center Performance Manager to lead our Dedicated Premium Team in Abu Dhabi. The role focuses on delivering exceptional service to high‑value guests, ensuring both in‑house and outsourced agents uphold Etihad’s brand promise.

Key responsibilities

• Oversee day‑to‑day operations of the premium contact centre, coordinating in‑house and outsourced staff.
• Define and enforce performance standards tailored to premium guest interactions.
• Track, analyse and report on KPIs, with a strong emphasis on service quality and guest satisfaction.
• Design and deliver regular training, coaching and workshops to raise team capabilities.
• Maintain clear communication protocols between internal teams and external partners.
• Handle escalated cases from high‑value guests promptly and effectively.
• Analyse data trends to anticipate guest needs and drive strategic improvements.
• Prepare comprehensive performance and feedback reports for senior management.
• Collaborate across teams to ensure seamless service continuity and improve Net Promoter Score (NPS).

Required profile

• Minimum 7 years of customer service experience, preferably in the travel or aviation sector.
• At least 3 years of management experience in an inbound/outbound contact centre.
• Degree‑level education or equivalent professional experience.
• Strong analytical mindset with the 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.