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Job Description
Roles & Responsibilities
dnata is one of the world s largest air and travel services providers; offering ground handling, cargo, travel and catering & retail services at over 130 airports in more than 34 countries across six continents. At dnata, we are by your side for the entire travel experience.
As a Customer Service Supervisor, you will ensure smooth and efficient operation of Contact Centre services by providing Operational oversight, managing escalations, and serving as a subject matter expert on systems and processes, while leading and developing a high-performing team to drive service excellence.
In this role you will:
- Supervise and support Customer Service Agents and Team Leaders, providing coaching, performance management, and contributing to onboarding and upskilling initiatives.
- Ensure smooth daily operations by monitoring service metrics, managing escalations, and acting as a subject matter expert on systems, processes, and service protocols.
- Act as the key operational link between frontline teams and support functions such as Medical Services, Quality Monitoring, Training, and Workforce Management.
- Handle complex or escalated customer cases, ensuring timely resolution and effective service recovery through cross-functional coordination.
- Identify recurring service issues, recommend process enhancements, and support the review and update of Standard Operating Procedures (SOPs) and internal documentation to drive efficiency.
- Support the rollout of new initiatives, systems, and service enhancements by coordinating with stakeholders and ensuring frontline readiness.
- Lead the Medical Services operational team in managing specialty-based appointment bookings, resolving complex queries and ensuring alignment with clinical protocols and patient satisfaction.
To be considered for the role, you must meet the below requirements:
- 12 Years schooling or equivalent.
- Experience in Commercial and Sales.
- Minimum 4 years experience in contact centre operations or customer service, with at least 2 years in a supervisory or team lead role.
- Experience in healthcare or medical services support is preferred for the Supervisor in medical services team.
- Proven track record in managing escalations, supporting service delivery, and contributing to process improvements.
- Strong understanding of contact centre systems, workflows, and service protocols.
- Familiarity with healthcare appointment coordination and clinical service standards.
- Excellent communication and interpersonal skills, with the ability to coach and support team members.
- Proficiency in real-time performance monitoring and escalation handling.
- Analytical mindset with the ability to identify trends and recommend improvements.
- Proficiency in MS Office and Customer Relation Management (CRM) systems.
Department / Functional Area
Keywords
- Customer Service Supervisor- Medical Clinic
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The Emirates Group
Based in Dubai, the Emirates Group is a highly profitable business with a turnover of approximately US$18.4 billion and over 50,000 employees. The Group comprises of dnata, one of the largest air services provider globally and Emirates airline, the Group’s rapidly expanding and award-winning international carrier. Currently, Emirates flies to over 125 destinations across 6 continents on a modern fleet of 180 wide-bodied aircraft...
Essential to the Group’s ongoing success is the employment of high-quality people who benefit from living and working in Dubai, a modern cosmopolitan city offering one of the most desirable lifestyles in the world. The Emirates Group employees come from over 160 nationalities, receive tax-free salary and benefits package, and are offered professional development opportunities to further their careers with the organisation.