Contact Center Manager - UAE National Only - Al Ain (Travel)

Location: Al Ain, United Arab Emirates; UAE nationals only

Company

hirify.global is the UAE’s national airline, connecting people across continents from its Abu Dhabi hub.

What you will do

• Lead daily operations for a dedicated premium contact center team, including in-house and outsourced members.
• Define and enforce performance standards for high-value guest interactions.
• Track KPIs, analyze service data, identify trends, and prepare reports for senior management.
• Conduct workshops and coaching sessions to improve team capability and service quality.
• Manage communication between internal teams and outsourcing partners.
• Resolve escalated guest cases and implement initiatives to improve NPS and loyalty.

Requirements

• At least 7 years of customer service experience, including experience in the travel sector.
• At least 3 years of management experience in an inbound or outbound contact center.
• Proven contact center leadership experience with premium or high-value customer segments.
• Strong analytical, communication, and stakeholder management skills.
• Six Sigma Green Belt certification is required.
• Certified COPC Implementation Leader with hands-on process optimization experience.

Nice to have

• Six Sigma Black Belt certification.
• Degree-level education or equivalent professional experience.

Culture & Benefits

• Work within the Operations & Guest Experience division of a national airline.
• Contribute to the Journey 2030 ambition to expand the fleet, network, and workforce.
• Collaborate across in-house and outsourced teams in a global aviation environment.