Contact Center Manager, dnata Bengaluru

Job Purpose
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 world's 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, we'd 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.

Qualification

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

• 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.

At Emirates Group, we're committed to providing our employees with opportunities to grow and develop in their careers. So if you're looking for a challenging and rewarding opportunity, apply today and join our team

Recruitment Process and Timeline
Emirates Group, is an international organisation with employees from over 170 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your experience and your career aspirations. If you are shortlisted, you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group.

Salary & benefits

Join our growing team and enjoy a competitive remuneration package. Find out more about working with us in our website