Contact Centre Project Specialist

Job Purpose

At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’. The Emirates Contact Centre is at the heart of customer engagement, delivering exceptional support through various channels including voice, chat, and social media. Focused on providing timely and effective solutions, the centre is continuously evolving by adopting the latest technologies and best practices in customer service. It collaborates closely with internal teams and external partners to ensure smooth operations, improve service delivery, and enhance the overall customer experience across Emirates’ global network.

As Contact Centre Project Specialist, you will manage major projects within the Emirates Contact Centre and ensure that they are delivered as per the roadmap for innovation. The Contact Centre Project Specialist brings structure and organisation to change management within the Emirates Contact Centre and work with other business units on the platform. Facilitate the smooth delivery of all Business as Usual software/hardware roll outs in the Contact Centre as well as the delivery of key innovation projects, ensuring that projects are delivered on schedule and within the budget.

In This Role, You Will

• Create a documented portfolio of projects using the appropriate Project Management software.
• Ensure governance the projects are outlined from the start and documented throughout with a clear timeline of delivery. This may involve inputs from Operations teams (Emirates Contact Centre), Emirates Group IT and Vendors (i.e BT, Genesys, Sprinklr etc).
• Create a high-level summary of delivery plans that can be shared monthly with Senior Management as well as a version which can be shared to the executive level.
• Partner with Group Finance, ensuring they remain informed of project delivery plans related to finance. Document but also in the documentation of post-project deliverables to which we have committed if there is a business case.
• Validate projects involving vendors working closely with the Procurement & Logistics team.
• Collaborate with the Contact Centre operations teams to ensure business cases accurately reflect the project requirements to ensure the correct resources are secured and the project is delivered within the established timelines.
• Work with the Emirates Contact Centre operations team to outline the roadmap for the upcoming year to ensure that projects are financially accounted for both in terms of innovation and regular operations. The roadmap is to be shared with Corporate Communications Emirates Group IT and Group Finance.
  
  

Qualification

To be considered for the role, the Post Holder must meet the following requirements:

• Degree or Honours (12+3 or equivalent) with 5+ years in Commercial/Sales, including 3 years in Project Management.
• Project management/delivery of major projects, preferably with formal project management training/qualifications.
• IT lean/agile delivery methodology.
• Contact Centre experience.
• Cloud-based platforms.
• Working to a multi-million AED budget.
• Proven history of delivering major projects.
  
  

Emirates Group, is an international organisation with employees from over 170 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your experience and your career aspirations. If you are shortlisted, you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group.

Salary & benefits

Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers.