Service Operations Leader

6 days ago


Abu Dhabi, Abu Dhabi, United Arab Emirates Etihad Airways Full time
About the Role

The Guest Service Director will lead, manage and administer the Member Service Operations, Data Processing Unit and the Service Performance & Quality teams in their role to deliver high quality service to members of Etihad Guest programme.

Key Responsibilities:
  • Lead and manage the team's day-to-day functions.
  • Manage operations at Etihad Guest Member Service Team, responsible for interactions with Etihad Guest members.
  • Implement and control work by the outsourced contact centre.
  • Ensure knowledge level of the programme and quality of service offered.
  • Handle escalated cases.
Deliverables:
  • Weekly and monthly reports on volumes, SLAs and quality.
Requirements

The ideal candidate should have a Bachelor's degree and a minimum 5 years of experience, including 3 years' experience managing a team in call centre, preferable within the airline industry. They should also have excellent knowledge of ticketing and reservations systems used in Etihad Airways (Amadeus) and customer management skills.



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