Job Purposednata is one of the world’s largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 34 countries across six continents. At dnata, we are by your side for the entire travel experience.
As a Customer Service Supervisor, you will ensure smooth and efficient operation of Contact Centre services by providing Operational oversight, managing escalations, and serving as a subject matter expert on systems and processes, while leading and developing a high-performing team to drive service excellence.
In this role you will:
- Supervise and support Customer Service Agents and Team Leaders, providing coaching, performance management, and contributing to onboarding and upskilling initiatives.
- Ensure smooth daily operations by monitoring service metrics, managing escalations, and acting as a subject matter expert on systems, processes, and service protocols.
- Act as the key operational link between frontline teams and support functions such as Medical Services, Quality Monitoring, Training, and Workforce Management.
- Handle complex or escalated customer cases, ensuring timely resolution and effective service recovery through cross-functional coordination.
- Identify recurring service issues, recommend process enhancements, and support the review and update of Standard Operating Procedures (SOPs) and internal documentation to drive efficiency.
- Support the rollout of new initiatives, systems, and service enhancements by coordinating with stakeholders and ensuring frontline readiness.
- Lead the Medical Services operational team in managing specialty-based appointment bookings, resolving complex queries and ensuring alignment with clinical protocols and patient satisfaction.
To be considered for the role, you must meet the below requirements:
- 12 Years schooling or equivalent.
- Experience in Commercial and Sales.
- Minimum 4 years’ experience in contact centre operations or customer service, with at least 2 years in a supervisory or team lead role.
- Experience in healthcare or medical services support is preferred for the Supervisor in medical services team.
- Proven track record in managing escalations, supporting service delivery, and contributing to process improvements.
- Strong understanding of contact centre systems, workflows, and service protocols.
- Familiarity with healthcare appointment coordination and clinical service standards.
- Excellent communication and interpersonal skills, with the ability to coach and support team members.
- Proficiency in real-time performance monitoring and escalation handling.
- Analytical mindset with the ability to identify trends and recommend improvements.
- Proficiency in MS Office and Customer Relation Management (CRM) systems.
Our services on the ground keep the world in the air. We’re one of the largest air services providers in the world, and you’ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We’re growing fast, and we’re looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make.
Salary & benefitsJoin us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers
