Job Description

We are seeking a dynamic Contact Center Performance Manager to lead our Dedicated Premium Team, a specialized group focused on delivering exceptional service to our highest-value guests. This role is pivotal in ensuring that both in-house and outsourced teams consistently uphold our brand promise, exceed guest expectations, and drive loyalty through premium service experiences.

Key Accountabilities

• Daily Operations: Oversee the premium team’s day-to-day activities, managing both in-house and outsourced members to ensure seamless service delivery.
• Performance Standards: Define and enforce high-performance criteria tailored to premium guest interactions.
• KPI Tracking: Monitor and analyse team performance against key metrics, with a strong focus on service quality and guest satisfaction.
• Training & Development: Conduct regular workshops and coaching sessions to elevate team skills and optimize service delivery.
• Communication Protocols: Implement clear, effective communication channels between in-house teams and outsourced partners.
• Escalation Handling: Resolve escalated cases from high-value guests promptly, ensuring premium service standards are met.
• Data Analysis: Identify trends, anticipate guest needs, and drive strategic improvements through performance insights.
• Reporting: Prepare comprehensive reports on team performance, guest feedback, and operational challenges for senior management.
• Collaboration: Foster a collaborative environment across in-house and outsourced teams to ensure service continuity.
• NPS Enhancement: Develop and implement strategies to boost Net Promoter Score (NPS), strengthening guest satisfaction and loyalty.

What We’re Looking For

• Proven experience in contact center leadership with a focus on premium or high-value customer segments.
• Strong analytical skills with the ability to translate data into actionable insights.
• Exceptional communication and stakeholder management abilities.
• A passion for delivering world-class customer experiences.

Qualifications

• Education: Degree-level education preferred, or equivalent professional experience.
• Customer Service Experience: Minimum of 7 years in customer service, with a proven track record of delivering excellence.
• Management Experience: At least 3 years of management experience in an inbound/outbound Contact Center (essential).
• Industry Background: Experience in customer service within the travel sector.
• Six Sigma Certification: Six Sigma Green Belt required; Black Belt certification is an advantage.
• COPC Leadership: Certified COPC Implementation Leader with hands-on experience in process optimization.

Additional Information

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

Recruitment Fraud Alert

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.