indeed
Operations Supervisor-ADAC Customer Service
Serco
Abu Dhabi, UAE
Full-time
Onsite
Discovered 4 weeks ago
Customer ServiceCustomer Relationship ManagementMS SuiteCAFMEnglishArabic
Free
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Customer ServiceCustomer Relationship ManagementMS Suite
Role Overview
Serco seeks an Operations Supervisor to lead and optimize airport operations and contact center functions, ensuring a high standard of customer service. The role involves managing a team of 60-75 people, coordinating passenger flow, and maintaining service standards.
Key Skills for This Role
Customer ServiceCustomer Relationship ManagementMS SuiteCAFMEnglishArabic
Full Job Posting
About the Role
Serco seeks an Operations Supervisor to lead and optimize airport operations and contact center functions, ensuring a high standard of customer service. The role involves managing a team of 60-75 people, coordinating passenger flow, and maintaining service standards.
Key Accountabilities
- Manage airport zones and contact centre operations ensuring service continuity 24/7
- Coordinate passenger flow, call volumes and service demand across all channels
- Act as first point of escalation for operational and customer issues
- Ensure KPIs and SLAs are consistently achieved and not breached
- Monitor team performance and implement corrective actions where required
- Manage customer complaints and ensure resolution within agreed timelines
- Lead, coach and mentor Team Leaders and staff to drive high performance
- Conduct performance reviews, training and development sessions
- Utilise CAFM / case management systems to maximise efficiency
- Coordinate with stakeholders and escalate critical issues when required
- Ensure compliance with HSQE, information security and organisational policies
- Promote and role model the Serco culture and values
Specific Requirements
- 5 years minimum experience in Supervisory Operations or Call Centre environment
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