About Emirates Group
At Emirates, we’re known for delivering excellence. Our global hub in Dubai connects the world, and we’re looking for driven professionals to help us ensure our customers always “Fly Better.” Join a multicultural, high-performing team where your work shapes the future of aviation.
Job Purpose
As a Contact Centre Operations Officer, you’ll lead and support contact centre operations, ensuring revenue targets, service quality, and productivity standards are met. You’ll act as the first point of contact for agents and supervisors during shifts, offering expert guidance, resolving issues, and helping drive service excellence.
Key Responsibilities
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Monitor and manage daily shift productivity to meet service standards.
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Provide on-shift support, resolve escalations, and advise agents on sales and customer queries.
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Quickly troubleshoot operational issues to minimize service impact.
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Communicate updated Emirates Group information to frontline teams.
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Oversee roster planning and ensure adequate staffing coverage (if no Resource Planning Officer).
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Elevate customer service standards by identifying and improving key procedures.
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Lead team engagement initiatives (e.g., product quizzes, knowledge sharing).
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Provide feedback on training needs, trends, and team morale.
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Act as Deputy in the absence of the Contact Centre Manager.
Qualifications & Experience
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Education: Diploma or equivalent (12+2)
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Experience: 3+ years in airline contact centre/customer service
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Strong knowledge of Emirates products, Skywards, MARS, fares & ticketing
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Skilled in customer service and managing team performance
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Proficient in MS Office tools (Word, Excel, Email)
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Confident working in fast-paced sales/service environments
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Proven ability to coach, lead and motivate staff
What You’ll Gain
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A competitive, tax-free salary
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Exclusive travel discounts for you and your family
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Career growth in one of the world’s top airlines
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Exposure to a global, multicultural team
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Opportunities to develop leadership skills in a customer-driven environment
How to Apply
Visit www.emirates.com/careers and apply under the “Working Here” section. Learn more about our benefits and life in Dubai through the “Dubai Lifestyle” page.
Ready to lead, support, and make an impact? Apply today and shape the future of travel.
