Premium Guest Relations Team Lead Etihad Airways

Provide leadership and subject matter expertise within the Premium Contact Centre, ensuring the highest service delivery standards to Etihad s Premium customers. Support in daily operations, quality monitoring, and training of Premium Guest Relations Agents to uphold Etihad s premium brand promise and customer satisfaction goals.

• Act as the first escalation point for complex or high-value customer cases requiring special handling or policy exceptions.
• Support and coach Premium Guest Relations Agents on call quality, tone, and service consistency aligned with Etihad s premium standards.
• Oversee queue performance and assist in managing service levels, call handling times, and adherence.
• Handle priority calls, VIP guests, and urgent situations with professionalism and discretion.
• Coordinate with key internal stakeholders such as Concierge, Chauffeur, and Airport Services teams to ensure end-to-end premium service continuity.
• Monitor and analyse daily performance reports, highlight trends, and recommend corrective actions.
• Support onboarding and ongoing training, sharing best practices and updates on policies, fares, and premium products.
• Maintain data accuracy in all systems and ensure compliance with security, data protection, and quality standards.
• Contribute to process improvements, scripting updates, and new initiatives that enhance the Premium Contact Centre experience.
• Stand in for the Supervisor when required to maintain operational continuity.

• Minimum High School certification or anything above
• Previous contact centre work experience required.