Operations Manager

Looking to grow your career in travel and aviation services?

About us :

dnata is world’s trusted aviation partner. Our award-winning aviation services are the cornerstone of airport, passenger, and travel operations across the world.

As part of the Emirates Group, dnata is a leading global air and travel services provider. Established in 1959, we offer a wide range of quality and safe ground handling, cargo, travel, catering, and retail services in 35 countries across 6 continents, contributing to a memorable travel experience in the air and on the ground. If it’s part of the journey, it’s part of the portfolio.

From a five-employee team, dnata has grown to become a global name, providing ground handling, cargo, premium services, catering & retail, and travel services to its customers across the globe.

dnata India is opening its doors to passionate professionals ready to elevate the customer experience across global operations.

If you're skilled, driven, and ready to represent excellence in a fast-paced, collaborative environment, we want to meet you!

Send your CV to us or walk-in to engage with our team, explore opportunities in international customer service and travel support, and discover how you can contribute to dnata’ s world-class service mission.

Operations Manager – Contact Centre (Bangalore)

As Operations Manager – Contact Centre , you will :

Manage and monitor the smooth running of Contact Centre operations

Implement best practice policies and procedures

Lead the Contact Centre team to achieve individual and network-wide objectives

Oversee daily operations to ensure consistent achievement of goals

Coach, manage, develop, and motivate direct-reporting Team Leaders

Conduct regular performance reviews with clear objectives and development plans

Provide timely feedback to team members and management

Analyse call and revenue data to identify trends and implement solutions to improve sales, service, and quality

Communicate performance reports to all Contact Centre employees to ensure transparency and understanding

Review internal systems, procedures, and processes to enhance operational efficiency

Recommend and implement relevant changes for improvement

Plan, develop, and launch new programs focused on sales, service, and employee satisfaction

Collaborate with training teams to implement development initiatives

Ensure training programs lead to measurable improvements and provide feedback on their effectiveness

Regularly communicate with global Contact Centres and reservation offices to share best practices

Interpret updates from DTS senior management and relay them to operations teams

Ensure up-to-date product and service information is available to all staff

Develop and guide contingency plans and processes for urgent or unexpected situations

Work with the Contact Centre team to ensure emergency guidelines are effective and fit for purpose

Qualifications & Requirements

To be considered for this role, you must have :

Bachelor’s degree or Honours

Minimum 5 years of experience in customer service or call centre operations

In-depth, demonstrable supervisory experience

Working knowledge of Contact Centre and airline industry procedures

Excellent knowledge of fares and ticketing courses

Strong communication, negotiation, and influencing skills

Proficiency in Microsoft Word and Excel

Preferred Qualifications :

Experience in coaching and people development

UAE market knowledge and experience