Contact Centre Team Leader

Emirates, a leading international airline, is seeking a passionate and experienced Team Lead to join their Customer Sales and Services team in Dubai!

Are you a people-person with a knack for coaching and development? Do you thrive in a fast-paced environment and enjoy exceeding customer expectations? If so, this role could be perfect for you!

Responsibilities:

• Coach, develop, and motivate a team of customer service agents to achieve individual and team targets.

• Manage the day-to-day operations of the team, ensuring exceptional customer service delivery.

• Ensure adherence to sales policies, contact center procedures, and reservation systems.

• Conduct regular briefings to keep the team informed about new products, policies, and procedures.

• Monitor team discipline, appearance, and conduct.

• Oversee individual and team performance, setting clear objectives and development plans, and providing regular feedback.

• Investigate customer complaints, recommending appropriate solutions.

• Train new joiners and provide ongoing coaching to team members.

• Identify team and individual training needs and recommend development programs.

• Measure employee satisfaction and recommend initiatives to improve customer service.

Qualifications:

• Minimum 3 years of experience in airline sales and contact center management (required).

• Proven experience in coaching and developing teams (required).

• Strong working knowledge of contact center and airline industry procedures (required).

• Excellent interpersonal, telephone, and customer service skills (required).

• Ability to work effectively in a fast-paced, team-oriented environment (required).

• Proficiency in Microsoft Office Suite (required).

Additional Requirements:

• Experience with airline reservation systems (e.g., Skywards, MARS) a plus.

• Knowledge of Arabic language a plus.

Benefits:

• Competitive tax-free salary and benefits package.

• Attractive travel benefits including discounted flights and hotel stays.

• Generous leave and healthcare package.

• Opportunity to live and work in Dubai.