Contact Center Manager - Premium

About the role

Etihad Airways is seeking a Contact Center Performance Manager to lead its Dedicated Premium Team in Jordan. The role focuses on delivering exceptional service to the airline’s highest‑value guests, ensuring both in‑house and outsourced agents meet the brand’s premium standards.

Key responsibilities

• Oversee daily operations of the premium contact‑center team, coordinating in‑house and outsourced staff.
• Define, monitor, and enforce high‑performance and service criteria for premium guest interactions.
• Track and analyse key performance indicators, emphasizing service quality and guest satisfaction.
• Conduct regular training sessions and workshops to elevate team capabilities.
• Implement clear communication protocols between internal teams and external partners.
• Handle escalated cases from high‑value guests, providing swift, premium‑level resolutions.
• Analyse performance data to identify trends, anticipate needs, and drive strategic improvements.
• Prepare comprehensive performance and feedback reports for senior management.
• Foster a collaborative environment to ensure seamless service continuity.
• Develop initiatives to improve Net Promoter Score (NPS) for the premium segment.

Required profile

• Degree‑level education preferred or equivalent.
• Minimum 7 years of customer‑service experience.
• At least 3 years of management experience in an inbound/outbound contact centre (essential).
• Background in the travel or aviation sector.
• Six Sigma Green Belt (Black Belt is a plus).
• Proven experience leading COPC implementation.

Required skills

• Six Sigma Green Belt
• COPC implementation

What we offer

• Opportunity to shape premium guest experiences for a leading global airline.
• Dynamic, multicultural work environment.
• Career growth within Etihad’s “Journey 2030” vision.