Summary
Serco Middle East is hiring an Operations Supervisor based at Abu Dhabi Airport. The role leads airport frontline and contact centre operations, coordinates passenger flow and service demand, handles escalations and complaints, and monitors KPIs and SLAs. The supervisor leads and develops a team of approximately 60–75 people, including 5–7 direct reports, and ensures compliance with relevant policies. Applicants need at least 5 years of supervisory operations or call centre experience, strong customer focus, computerised logging systems experience, and fluent written and spoken English; Arabic or another second language is preferred.
The posting
As published on serco.com. Pulled from the employer's site and shown as they wrote it.
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
Join Us
At Serco, we believe there is a place here for everyone. A place where you can bring your authentic self to work every day. Our workplace culture is one that embraces diversity and fosters equity, respect, and belonging for every individual. We are committed to equal employment opportunities and creating an inclusive environment that proudly celebrates the perspectives and backgrounds that each of our employees bring to work every day.
Join Serco and be part of a values-driven organization that invests in the development and well-being of its employees and offers a rewarding and fulfilling career.
Serco is committed to Equal Employment Opportunities and is committed to ensuring the safety of all of its employees through its Zero Harm initiative. Please visit www.serco.com/careers for more information.