SkyCargo Contact Centre Operations Officer

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-makin
• g 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-shar
• ing initiatives and motivation campaigns.
• Act as operational deputy for the Contact Centre Manager during absences, ensuring leadership continuity, informed
• decision-makin
• g, and consistent team performance.

Qualification

Knowledge/skil

• ls:
• 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