Premium Contact Centre Supervisor

• Cairo
• On-site

Make the world your home

At Etihad we believe that exceptional journeys begin with exceptional people. As the national airline of the United Arab Emirates and one of the worlds fastest-growing airlines we connect Abu Dhabi to over 100 destinations worldwide but its our people who make every journey truly remarkable.

Role Overview

Etihad Airways is seeking an experienced Premium Contact Centre Supervisor to lead the delivery of exceptional service to our Premium guests. This role provides frontline leadership within the Premium Contact Centre ensuring service standards operational performance and guest satisfaction consistently meet Etihads premium brand promise.

Key Accountabilities

• Supervise daily operations within the Premium Contact Centre and ensure service delivery meets premium standards.
• Act as the first escalation point for complex or high-value customer cases.
• Coach and support agents on call quality tone and service consistency.
• Monitor queue performance service levels adherence and call handling times.
• Handle priority and VIP guest cases with professionalism and discretion.
• Coordinate with Concierge Chauffeur Airport Services and other stakeholders.
• Review performance reports identify trends and recommend corrective actions.
• Support onboarding and ongoing training of team members.
• Ensure data accuracy and compliance with security and quality standards.
• Support continuous improvement initiatives and operational continuity.

Recruitment Fraud Alert

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information bank details or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money please treat it as fraudulent.