Table of Contents
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Job Overview
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About the Company
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Available Jobs at Emirates Group (Related Openings)
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Job Description
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Job Responsibilities
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Why This Role?
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Requirements
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How to Apply
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FAQs (Frequently Asked Questions)
Job Overview
Emirates Group careers Dubai continue to attract senior professionals seeking leadership roles with global exposure, operational scale, and long-term career growth. One such opportunity is the Operations Manager Contact Centre – Medical Clinic role with dnata Travel, part of the Emirates Group, based in Dubai, United Arab Emirates.
This role is designed for an experienced contact centre leader who can translate strategy into execution while delivering measurable improvements in customer experience, revenue performance, and cost efficiency. Operating in a medical clinic environment, the role combines high service expectations with strict compliance, data privacy, and business continuity requirements.
Job Title: Operations Manager Contact Centre – Medical Clinic
Company: dnata Travel (Emirates Group)
Location: Dubai, United Arab Emirates
Employment Type: Full-time
Closing Date: 31 December 2025
Start Date: To be confirmed
Opportunity Summary:
You will lead and optimise contact centre and global support operations, ensuring seamless multi-channel customer communication while driving service excellence through data-led decision-making and strong people leadership.
About the Company
The Emirates Group is one of the world’s most recognised aviation and travel brands, employing people from over 170 nationalities and operating across global markets. Through its diverse portfolio—including airlines, ground handling, travel services, and logistics—the Group plays a vital role in connecting people, businesses, and economies worldwide.
dnata Travel operates within this ecosystem, delivering customer-facing services aligned with Emirates Group’s core values: safety, teamwork, respect, ambition, and future-focused thinking. For professionals exploring Emirates Group careers Dubai, this means access to world-class operational standards, leadership development opportunities, and the chance to work within a highly multicultural, performance-driven environment.
Available Jobs at Emirates Group (Related Openings)
If you are exploring Emirates Group careers Dubai, this role aligns closely with several other leadership and operations-focused positions across the Group:
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Senior Contact Centre Manager – Dubai
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Customer Experience (CX) Manager – Emirates Group
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Workforce Management Lead – Contact Centres
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Quality, Training & Performance Manager – Customer Operations
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Business Continuity or Operations Resilience Manager – Dubai
These roles often share the same core capabilities: KPI governance, large-team leadership, multi-channel delivery, and stakeholder management.
Job Description
As Operations Manager Contact Centre – Medical Clinic, your role is to ensure operational excellence across customer communications while maintaining compliance with medical, regulatory, and data privacy standards. You will oversee voice and digital channels, analyse performance trends, and implement targeted initiatives that improve service delivery and financial outcomes.
This role is ideal for leaders who:
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Thrive in complex, regulated service environments
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Use data and KPIs to drive performance improvements
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Balance customer experience with operational efficiency
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Lead confidently through change and disruption
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Build strong teams through coaching, capability development, and accountability
Within Emirates Group careers Dubai, this position stands out for its blend of healthcare service responsibility and large-scale operational leadership.
Job Responsibilities
Key responsibilities for this Operations Manager role include:
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Lead contact centre and support operations to achieve agreed service levels, quality targets, and revenue outcomes.
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Translate leadership direction into clear operational plans with disciplined execution.
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Drive revenue growth, cost optimisation, and customer experience improvements through focused initiatives.
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Analyse call volumes, demand patterns, and KPIs to identify gaps and implement corrective actions.
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Deliver consistent multi-channel customer communications across voice and digital platforms.
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Partner with internal and external stakeholders to manage disruptions, ensure compliance, and maintain business continuity.
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Build operational capability in collaboration with Training and Group Learning & Talent teams.
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Maintain transparent performance reporting and strong stakeholder communication.
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Ensure governance readiness across regulatory compliance, data privacy, and operational standards.
Why This Role?
Among Emirates Group careers Dubai, this opportunity is especially compelling for experienced contact centre leaders who want both scale and purpose in their work.
What makes this role a strong career move
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Leadership in a medical service environment
Medical contact centres demand precision, empathy, and reliability—strengthening your leadership profile significantly. -
Direct impact on performance and profitability
The role is accountable for service, revenue, and cost efficiency—ideal for leaders who want measurable results. -
Multi-channel, future-ready operations
Exposure to both voice and digital channels builds modern contact centre expertise. -
Data-driven culture
KPI analysis and performance insights are central to decision-making, not an afterthought. -
Strong people development focus
You’ll work closely with learning teams to build capability and succession within your operation. -
Dubai lifestyle and Emirates Group benefits
Enjoy a tax-free salary, global travel benefits, and long-term career mobility within one of the region’s most respected employers.
Requirements
To qualify for this role within Emirates Group careers Dubai, candidates should meet the following:
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Education: Bachelor’s degree
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Experience:
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8+ years of call centre or customer service experience in medical settings
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Minimum 3+ years in a leadership or operations management role
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Proven experience managing large teams and multi-channel contact centre environments
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Strong track record of delivering operational improvements using data and KPIs
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Solid understanding of contact centre technologies, CRM, and workforce management tools
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Strong people leadership and coaching capability
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Strategic and analytical mindset with the ability to convert business goals into execution
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Strong stakeholder management and communication skills
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Knowledge of regulatory compliance, data privacy, and business continuity
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High resilience and adaptability in fast-changing operational environments
Preferred (Advantage)
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Certifications in Customer Experience, Lean Six Sigma, or Project Management (PMP)
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Exposure to multinational or global operations
How to Apply
To apply for this opportunity under Emirates Group careers Dubai:
FAQs (Frequently Asked Questions)
1) What makes Emirates Group careers Dubai attractive?
They offer global exposure, tax-free salaries, strong benefits, multicultural teams, and long-term career growth within aviation, travel, and services.
2) Is medical contact centre experience mandatory?
Yes. The role requires extensive experience in medical call centre or customer service environments.
3) What channels will I manage in this role?
You’ll manage multi-channel operations, including voice and digital customer interactions.
4) What leadership level is expected?
This is a senior operations role requiring experience managing large teams and driving performance through data-led insights.
5) What benefits are offered?
Benefits include a tax-free salary, travel discounts on flights and hotels, and broader Emirates Group employee benefits.