dnata - Contact Center 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.