Operations Supervisor

Impact a better future 

We are a multinational organization with a global team of 50,000 colleagues. In the Middle East we operate in the Transport, Defence & Advisory sectors, delivering services in Asset Management, Customer Experience, Fire & Rescue and Air Navigation Services. We are innovators, committed to redesigning and improving public services to fulfil our purpose to impact a better future by "Bringing National Visions to Life".

The role will be based in Abu Dhabi Airport.

Your Opportunity  

We are looking for Operations Supervisor who will lead, supervise, and optimise both frontline airport operations and contact centre functions, ensuring delivery of world-class customer experience across all touchpoints within the airport (circa. 30 million passengers). Act as the central escalation point while driving service standards and WOW experiences leading the operational team of approx. 60-75 people. With 5-7 direct reports.

The ideal candidate should be able to serve the customers well by delivering a high standard, efficient customer service and to represent the organization in the possible best way.

Key accountabilities

• Responsible for managing airport zones and contact centre operations ensuring service continuity 24/7
• Coordinate passenger flow, call volumes and service demand across all channels
• Act as first point of escalation for operational and customer issues • Ensure KPIs and SLAs are consistently achieved and not breached
• Monitor team performance and implement corrective actions where required
• Manage customer complaints and ensure resolution within agreed timelines
• Lead, coach and mentor Team Leaders and staff to drive high performance
• Conduct performance reviews, training and development sessions
• Utilise CAFM / case management systems to maximise efficiency
• Coordinate with stakeholders and escalate critical issues when required
• Ensure compliance with HSQE, information security and organisational policies
• Promote and role model the Serco culture and values

Specific requirements

• 5 years minimum experience in Supervisory Operations or Call Centre environment.
• Solid customer focus and customer relationship management experience.
• Proven experience in the use of computerised logging systems preferably a CAFM application
• Excellent skills in using MS suite.
• Fluent in English (reading and writing), Arabic or other second language preferable
• Ability to develop complex reports and presentations using different platforms