Premium Contact Centre Supervisor

• Cairo
• On-site

Job Description

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 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.

About Etihad

Etihad the national airline of the UAE was formed in 2003 and quickly went on to become one of the worlds leading airlines. From its home in Abu Dhabi Etihad flies to passenger and cargo destinations in the Middle East Africa Europe Asia Australia and North America. Together with Etihads codeshare partners Etihads network offers access to hundreds of international recent years Etihad has received numerous awards for its superior service and products cargo offering loyalty programme and more. All this ties into Etihads ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

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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.