Contact Centre Operations Officer – Emiratisation

About the role

SkyCargo is looking for a Contact Centre Operations Officer to support its Emiratisation initiative. You will lead shift activities, manage performance, and resolve real‑time issues to ensure smooth day‑to‑day contact centre operations.

Key responsibilities

• Lead daily shift performance, monitor workflows and productivity, and ensure SLAs and quality targets are met.
• Provide hands‑on support to agents and supervisors, handling escalations and offering sales and product guidance.
• Maintain operational readiness by monitoring call trends, managing urgent issues, and aligning resources with demand.
• Communicate critical updates from senior leadership and ensure timely dissemination of product, process and policy changes.
• Assist with roster planning, promote agent training, and drive engagement through knowledge‑sharing initiatives.
• Act as deputy to the Contact Centre Manager during absences, ensuring continuity of leadership.

Required profile

• Minimum 3 years experience in cargo/express or contact centre environments.
• 2 + years experience in customer service or call centre roles.
• Strong interpersonal and telephone communication skills.
• People‑management, coaching and development experience.
• Ability to work in a busy sales‑team environment.

Required skills

• Working knowledge of contact‑centre procedures and methodology.
• Familiarity with CRM platforms such as Salesforce or Genesys.
• Proficiency with Microsoft Word, Microsoft Excel and standard email applications.
• Basic Windows PC operating skills.

What we offer

• Opportunity to join a global brand within the Emirates Group.
• Career development in a fast‑growing cargo and logistics business.
• Dynamic, multicultural work environment in Dubai.