Job/Soft skill training

Health insurance

Office cab/shuttle

Cafeteria

Free meal

Professional degree assistance

International/On-site exposure

Office gym

Child care facility

Dnata Reviews by Employees

Travel Consultant

Senior Travel Consultant

Travel Executive

Assistant Manager

Customer Service Agent

Team Lead

Maintenance Supervisor

Customer Service Executive

Cargo Agent

Travel Assistant

Equipment Operator

Description: How performance is measured Financial: - Manage all internal & third-party recharges pertaining to FTE are achieved monthly and best efforts to drive efficiency to maintain or reduce workforce - Increase the visibility for WFM services to accounts outside CC and provide services to enhance revenue Operations: - Managing all WFM activities for local/shared accounts to ensure consistent delivery with agility and enhanced customer satisfaction People: - Team Management & learning Development is tracked & delivered within this FY . 1-2-1, KPI tracking and Team Engagement. Customer: - Ensure volume forecast and annual budgets are delivered on time & delivery of monthly review packs with Operations - Manage the compliance of Genesys WEM application and ISO documentation locally Safety: Job Purpose : Ensure efficient use of resources through strategic planning to meet service targets. Manage daily and shift-level productivity to consistently achieve service level agreements across calls and multimedia channels while maintaining optimal staffing levels. Core responsibilities include capacity planning for both short- and long-term horizons by forecasting resource needs, analyzing usage trends, and providing actionable insights to inform strategic scheduling decisions. Accountabilities: The accountabilities have been divided into Plan-Deploy-Lead-Execute to enable: - Maximising the Value added and essential activities across roles - Identification of roles whose activities correspond to multiple parts of the value chain - Reduction in the level of complexity for roles whose focus is on execution of the processes - Ensure aligned accountabilities across similar roles Plan: - Forecast short-, medium- and long-term contact volumes for dnata contact centre businesses. Define, plan and establish resource requirements across all accounts and functions to meet business KPIs. Create and evaluate new opportunities for improved business performance. - Determine and deliver efficient agent rostering in compliance with local labour laws, ratios, shrinkages, unexpected staff absences or high volumes to achieve agreed service levels. Optimise seat utilisation. Ensure that rosters consider the work life balance of team members and ensure 100% annual leave utilization by year end. Assist in the development and scheduling of training plans. - Review current and future business requirements and develop/align processes to help achieve business objectives. Create and maintain scorecards by work stream and lines of business. Lead or support ad hoc projects as required BUSINESS DOCUMENT This document is intended for business use and should be distributed to intended recipients only. Deploy - Manage a direct team of workforce officers and real time coordinators on site. Implement best practice in workforce management and scheduling to deliver maximum productivity and consistency of outcomes. Lead - Set performance objectives, review progress and provide feedback to staff within the WFM function. Implement procedures to improve team productivity and performance. Train, coach and mentor the team to empower them to deliver. Effectively manage conflict, performance or conduct issues to a successful conclusion. Execute - Manage real-time performance to ensure service levels are met. - Work with the dnata contact centre finance team to produce and define budgets and input into monthly financial reviews. - Lead Business Continuity Planning (BCP) initiatives, ensuring uninterrupted operations and seamless service delivery during high-pressure situations and critical events. Qualifications/ skills/ experience / knowledge Qualifications - Master's/ Bachelor's degree - Knowledge of COPC (Customer Operations Performance Centre) standards an advantage - Six Sigma qualifications an advantage Skills - Proficient in contact centre technologies & technical understanding including skilling, prioritisation and IVR. - Excellent knowledge of workforce management calculations, technologies and key performance indicators. - Strong analytical and mathematical skills to collect and interpret data to solve problems. - Excellent written and verbal communication skills, and presentation skills. - Strong coaching, people, and leadership skills with ability to make sound decisions quickly in a dynamic work environment Operating Environment - The role is a critical function within a dynamic and sometimes pressured environment. Flexibility in working hours is sometimes required.

Bangalore

dnata - Workforce Manager 

About the job: dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the worlds most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, wed love to have you onboard. As a Contact Centre Manager, you will develop and deliver the end-to-end contact centre strategy, development, and inspiration, ensuring world class operations in a resourceful manner. You will drive the achievement of both centre - wide and individual objectives, ensuring high performance, customer satisfaction, and operational excellence. In this role, you will: - Develop and deliver the contact centre strategy to achieve business, service, and revenue objectives. - Lead, motivate, and develop teams to drive high performance, engagement, and customer satisfaction. - Manage budgets effectively, ensuring financial discipline and alignment with strategic priorities. - Analyse operational data to identify trends and implement initiatives that improve sales, service, and quality. - Forecast and secure workforce requirements through proactive recruitment and resource planning. - Optimise processes and systems to maximise efficiency and operational effectiveness. - Represent the Emirates Group brand, share best practices across the global network, and champion innovation to enhance sales, service, and employee experience. To be considered for the role, you must meet the below requirements: - Master's/Bachelor's degree and 8+ years experience in Airline Sales and Contact Centre experience. - Strong people management and leadership skills, with proven ability to lead teams in a multi-cultural environment. - Solid knowledge of contact centre operations, with working understanding of airline industry procedures and methodologies. - Excellent communication, negotiation, and influencing skills to engage effectively at all levels. - Skilled in selection, assessment, and talent management processes.

dnata - Contact Center Manager 

Apply to 2 Dnata jobs on iimjobs.com, India's No.1 Management job portal. Explore Management job in Dnata Now! Company Page, IIM MBA Jobs, Ecommerce, Retail, Business, Development, Manager, Technology, Healthcare, Telecom, Insurance, FMCG, Media, BFSI, Director, VP/AVP, CEO/CFO, AGM/DGM

Apply to 2 Dnata jobs on iimjobs.com, India's No.1 Management job portal. Explore Management job in Dnata Now! Comapny page, IIM MBA Jobs, Ecommerce, Retail, Business, Development, Manager, Technology, Healthcare, Telecom, Insurance, FMCG, Media, BFSI, Director, VP/AVP, CEO/CFO, AGM/DGM

Dnata Careers, 2 Dnata Jobs, December 2025  Company Page - iimjobs.com