Operations Supervisor -ADAC Customer Service

Overview

Your Opportunity

• We are looking for Operations Supervisor to lead, supervise, and optimise both frontline airport operations and contact centre functions, ensuring delivery of world-class customer experience across all touchpoints within an international airport.
• Act as the central escalation point while driving service standards and WOW experiences leading the operational team.
• This role will be based in Abu Dhabi airport.
• Key Accountabilities* Responsible for managing 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
• Have understanding in the principles of Quality Assurance and working to procedures
• Specific Requirements* 5 years minimum experience in Supervisory Operations or Call Centre environment
• Minimum secondary school education, preferably a diploma
• Solid customer focus and customer relationship management experience.
• Proven experience in the use of computerised logging systems preferably a CAFM application
• Excellent skills in using MS suite.
• Fluent in English (reading and writing), Arabic or other second language preferable
• Ability to develop complex reports and presentations using different platforms

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