Operations Supervisor – Airport & Contact Centre

About the role

We are seeking an Operations Supervisor to lead and optimise both frontline airport operations and contact‑centre functions at Abu Dhabi Airport. You will ensure a world‑class customer experience for millions of passengers while managing a large operational team.

Key responsibilities

• Oversee airport zones and contact‑centre activities to guarantee 24/7 service continuity.
• Coordinate passenger flow, call volumes and service demand across all channels.
• Act as the first point of escalation for operational and customer issues.
• Monitor KPIs and SLAs, taking corrective actions when needed.
• Manage customer complaints and ensure timely resolution.
• Lead, coach and mentor team leaders and staff (approximately 60‑75 people).
• Conduct performance reviews, training and development sessions.
• Utilise CAFM/case‑management systems to maximise efficiency.
• Ensure compliance with HSQE, information security and organisational policies.

Required profile

• Minimum 5 years of supervisory experience in operations or a call‑centre environment.
• Strong customer focus and relationship‑management experience.
• Fluent in English (reading and writing); Arabic or another second language is a plus.
• Ability to develop complex reports and presentations.

Required skills

• Proficiency with Microsoft Office suite.
• Experience using CAFM or similar computerised logging systems.