Emirates Group

At Emirates, our retail and contact centres operate globally. Our international teams play a crucial role in representing our brand and providing our customers with up-to-date information regarding our range of products and services. Working with our team means that you serve as a primary means of communication and are often a first point of contact for our valued customers.

As a Contact Centre Operations Officer – DEX, you will ensure effective day-to-day contact centre operations by leading shift activities, managing performance, and resolving real-time issues. Drive service excellence by aligning resources with demand, supporting agents, and delivering key updates. Foster a high-performance culture through knowledge sharing, engagement, and acting as deputy to the Contact Centre Manager when required.

In this role, you will:

• Lead daily shift performance by proactively managing workflows and productivity, ensuring service level agreements (SLAs) and quality targets are consistently achieved with minimal disruption to customer experience.
• Provide hands-on support during shifts as the go-to contact for agents and supervisors resolving escalations, offering sales and product guidance, and ensuring informed decision-making in real time.
• Maintain operational readiness by managing urgent issues, monitoring call trends, and ensuring resources are aligned with customer demand to minimise service impact.
• Communicate critical updates from senior leadership and Group functions, ensuring timely, accurate dissemination of product, process, and policy changes across the contact centre team.
• Support resourcing and knowledge development by coordinating roster planning (where applicable), promoting agent training, and driving engagement through knowledge-sharing initiatives and motivation campaigns.
• Act as operational deputy for the Contact Centre Manager during absences, ensuring leadership continuity, informed decision-making, and consistent team performance.

To be considered for the role, you must meet the below requirements:

• 12 years of schooling or equivalent.
• 5+ years of experience working in Customer Service/Call Centre.
• Working knowledge of contact centre industry procedures and methodology.
• Excellent interpersonal, telephone, and customer service skills.
• People management, coaching, and people development.
• Ability to work in a busy sales team environment.
• Selection skills training.
• PC based skills to operate Windows packages such as Microsoft Word/ Excel/email.

Join us in Dubai and enjoy attractive salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.