dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world's most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we'd love to have you onboard.
As an Operations Manager Contact Centre - Medical Clinic you will you will lead and optimise Contact Centre and global support operations to ensure efficient, seamless customer communication aligned with business objectives. You will drive service excellence and deliver measurable improvements in performance, revenue, and cost efficiency through strong leadership, cross-functional collaboration, and data-driven decision-making.
In this role, you will
- Lead Contact Centre and support operations to deliver service levels, revenue, and quality outcomes
- Convert leadership strategy into clear operational plans and execution
- Drive revenue growth, cost efficiency, and CX improvements through targeted initiatives and projects
- Analyse volumes and KPIs to identify gaps, implement corrective actions, and report performance insights
- Deliver consistent, multi-channel customer communications across voice and digital platforms
- Partner with stakeholders to manage disruptions, ensure compliance, and maintain business continuity
- Build operational capability in collaboration with Training and Group Learning & Talent teams
To be considered for the role, you must meet the below requirements
- Bachelor's degree with 8+ years of Call Center/Customer Service experience in Medical Settings, with strong expertise in customer relationship management.
- Proven experience in contact centre or customer service operations, including 3+ years in a leadership role
- Experience managing large teams, multi-channel environments, and cross-functional initiatives
- Strong track record of driving operational improvements using data and performance insights
- Solid understanding of contact centre technologies, CRM, and workforce management tools
- Strong people leadership skills with the ability to coach and build high-performing teams
- Strategic and analytical, able to translate business goals into operational outcomes
- Effective communicator with strong stakeholder management capability
- Knowledge of regulatory compliance, data privacy, and business continuity
- Adaptable and resilient, able to manage change and operational disruptions
You'll have an edge if you have
- Relevant certifications in Customer Experience, Project Management (e.g. PMP), or Lean Six Sigma are an advantage
- Exposure to global or multinational operations
