SkyCargo Contact Centre Operations Officer - Emiratisation

Job Purpose

• With over 40 years of global trading experience, SkyCargo connects people and businesses to a world of incredible opportunities.
• Within this role 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.
• 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.

Qualification

Knowledge And Skills

• Working knowledge of contact centre industry procedures and methodology.
• Minimum 3 years Cargo/ Express and/or Contact Centre experience
• Preferred knowledge of Cargo/Express Courier products and services,
• Knowledge of navigating CRM Sales Force or Genesys.
• Excellent interpersonal, telephone, and customer service skills.
• People management, coaching, and people development.
• Ability to work in a busy sales team environment.
• PC based skills to operate Windows packages such as Microsoft Word/ Excel/email.
• Join our team of over 100,000 people and follow your passions into one of over 50 brands in the Emirates Group.
• We're led by our world-famous airline, Emirates, and our global air services provider, dnata.
• All our leading brands - in travel, tourism, leisure, aviation, sport and retails -reflect our passion for innovation.
• We strive for exceptionally high standards in all the products and service we offer and we've built an admired global reputation because of it.
• Work with us to build exciting brands and progress your career in the Emirates Group.

Salary & Benefits