Call Center Manager

Looking for an Inspiring Challenge?

As part of the Jazeera Airways team, travel will be a part of your job. Serving on a team with other adventurous and like-minded people, you will be sure to come to work with a sense of purpose and motivation. By upholding Jazeera Airways’ professional standards, you will have the chance to develop your career and your skillset, as well as boost your resume and experience with our widely-recognized brand and respected reputation. We love our jobs – and so will you!
Jazeera Airways has provided unparalleled opportunities for fresh graduates looking to join the aviation industry through our Graduate Development Program, take a look on what is on offer via the jobs postings below.
If you currently work in the aviation industry or want to be part of this exciting field, our human resources team is always happy to receive the resumes of skilled professionals with experience in airline management and operations. Send your CV now and get connected to the Jazeera network.

Title Department Contract Type Posted On
Call Center Manager Commercial Permanent 07 Jan 2025
General Manager – Jazeera Passenger Terminal (T5) Terminal 5 Permanent 07 Jan 2025
Standards and Procedures Officer Ground Operations Permanent 05 Jan 2025
Configuration and Maintenance Program Engineer CAMO Permenant 05 Jan 2025
Aircraft Engine Borescope Inspector Aircraft Maintenance (P145) Permanent 05 Jan 2025
Licensed Aircraft Engineer Aircraft Maintenance (P145) Permanent 05 Jan 2025
Planning Manager CAMO Permanent 05 Jan 2025




Call Center Manager

Jazeera Airways is looking for a Call Center Manager who would lead the Call Center & Customer Relations team for ensuring great customer service and support is delivered by overseeing the daily operations of Jazeera Airways Call Center.

The position will also be responsible for developing strategy to maximise the sales while maintaining the customer satisfaction and driving continuous improvement to increase Call Center efficiency.

Responsibilities & Duties

• Monitor daily Call Center operations to ensure efficiency, including call volumes, wait times, and customer satisfaction.
• Set objectives and clearly communicate goals and targets (operational & sales) that needs to be met every month by the Call Center & Customer Relations team.
• Delivering high standards of service to customers by making the most effective and efficient use of Call Center & Customer Relations employees and technology resources.
• Maximise sales through Call Center by regularly reviewing Productivity and Performance.
• Monitor and report on Key Performance Indicators (KPIs) such as call resolution times, customer satisfaction scores, and service level agreements (SLAs).
• Ensure Quality control and achieve SLA for inbound calls.
• Increase conversion rate while maintaining pre-defined service levels.
• Ensure Call Center & Customer Relations teams adhere to airline policies and provide effective solutions to customer inquiries and issues pertaining to flight bookings, cancellations, refunds, baggage claims, and other related services.
• Manage outbound communications for flight disruptions.
• Align Call Center operations as per business requirements and growth plans.
• Analyse Call Center data and prepare monthly reports for Senior Management.
• Collaborate with other departments, such as Sales, Marketing and Operations, to ensure a seamless customer experience.
• Provide guidance, training, coaching, mentoring and motivation to employees to ensure exceptional performance and maximum utilization of resource

Requirements and Qualifications:

• Bachelor’s Degree in Marketing, Business Administration or Mass Communication
• Minimum 6 years’ experience in Call Center in a managerial role.
• Candidates with prior experience in Airlines/ Travel or Airline reservations system (particularly Flight Speed knowledge) will be preferred.
• Excellent Communication Skills in English. Arabic will be an added advantage.
• Proficiency with Call Center Software, CRM systems, and performance tracking tools.
• Strong problem-solving skills and ability to handle escalated situations.
• Ability to work under pressure and maintain a positive attitude in a fast-paced environment.

General Manager – Jazeera Passenger Terminal (T5)

Jazeera Airways, the middle east’s first privately-owned Low-Cost Carrier and owner/operator of Jazeera Terminal T-5 in Kuwait (one of the world’s few airline-owned Passenger Terminals), is looking for a General Manager to Head the Terminal and associated businesses.

With our team of energetic professionals having an insatiable drive to grow, we are determined to transform the Jazeera Passenger Terminal (T5), a fully owned and a state-of-the-art facility designed to serve over 7.5 million passengers annually by 2027 and expected to grow to a capacity of 10 million by 2029, to deliver a fully integrated and seamless customer experience with a net worth in excess of USD 1 billion.

If you are a passionate leader whose vision resonates with ours, currently heading an airport Terminal with LCC operations, have P&L responsibility, and the thought of leading the transformation of T5 into a world class facility gets your adrenaline going, we’d be delighted to meet you. To know more about the challenges this role presents, please see below.

Scope of the Job:

The General Manager is responsible for the safe, profitable, efficient and cost-effective integrated management of Terminal 5. He/ She is the Business Owner responsible for the Operational and Commercial aspects of the terminal while ensuring regulations are followed, and regulatory and safety procedures are implemented in accordance with the related aviation and government authorities.

The General Manager is the primary point of contact for Jazeera’s Terminal 5 with government authorities, regulators, airline officials as well as the public in general.

The General Manager must lead the effort of transforming Jazeera Terminal T5 into a best breed company in terms of operations, profitability and valuation.

Key Responsibilities:

• Provide strategic direction for development of the yearly business and operational plans taking into consideration the safety and security outcomes, resource requirements, and other requirements originating from applicable external sources as necessary, such as regulatory authorities and related Kuwaiti governmental entities.
• Develop and maintain an excellent level of financial operating performance through increased reliability and close working relationships with other divisions in order to maintain world class service delivery.
• Oversee and maximize non-aeronautical revenue generation through lease of landside and airside retail spaces at T5 and related sites.
• Determine and implement quality control, safety and security policies, and the management of safety risks and security threats to the terminal operations.
• Oversee projects and strategic initiatives related to expanding operations and/or enhancing revenue streams.
• Monitoring expenditure to implement new projects and upgrading airport facilities.
• Oversee the management of necessary facilities, workspace, equipment and supporting services, as well as work environment, to satisfy operational safety and security requirements.
• Implement rules and regulations concerning airport operations safety and security in accordance with General Aviation rules and regulations and liaise with the regulatory authority and airline operators on all matters concerning terminal operations.
• Responsible for terminal licensing processes, liaising with authorities in order to obtain approvals for facilities and operations.
• Liaise with the regulatory authority and airline operators on all matters concerning terminal operations.
• Measure effectiveness of all internal and external processes, producing timely, accurate and complete reports on the operating condition of the company.

Requirements and Qualifications:

• Bachelor’s degree or equivalent in Aviation/Terminal Management, or accreditation by the International Association of Airport Executives (IAAE). Master’s degree or equivalent is preferred.
• Minimum 15 years’ experience in airport operations and airline industry, including at least 8 years running an Airport Terminal with P&L responsibility, including managing Duty Free, lounges and concessions (F&B, valet, advertising, among others).
• GCC experience is a plus.
• Familiarity and experience with LCC operations & business model.
• Strong decision-making abilities, and effective problem solving and negotiations skills
• Excellent communication skills. Bilingual (Arabic and English) is preferred, but not essential.
• Proven management & leadership skills.
• Strong customer service orientation
• Proven track record of building consensus and effecting change.
• Knowledge of Civil Aviation rules and regulations is important.

Standards and Procedures Officer – Ground Operations

We are looking for Standards and Procedures Officer who would be responsible for documentation of process and procedures in line with Jazeera Airways and regulatory policies to set and support the implementation of standards and procedures that come under the functions within the scope of Ground Operations based on approved manuals and industry standards.

The incumbent will be also responsible to assist in authoring and publishing manuals under Ground Operations department that include Passenger and Baggage Handling, Aircraft ground handling, Aircraft loading, Load Control and Aircraft de-/anti-icing, and Training.

Responsibilities and Duties:

• Update and revise Ground Operation Department manuals and procedures to be in line with KCASR and IATA/ICAO documentations and standards.
• Participate in internal/external audit to ensure department complies with industry standards.
• Assist in conducting and updating gap analysis between IGOM and Ground Operations manuals and implement the variance across the network.
• Oversees operational safety performance within functional areas of the department and ensure that appropriate Safety Risk Management (SRM) activities are carried out with staff involvement as necessary to build up safety awareness.
• Coordinates with the respective line managers in the resolution of mitigation strategies for the identified consequences of hazards and ensure that adequate arrangements exist for safety data capture and employee feedback.
• Coordinates with respective line managers in the implementation of corrective actions plans and ensure that corrective action is taken in a timely manner.
• To publish ground operations calendar to track each mandatory activities station wise.
• Assist to monitor and track the Mandatory Quality Control Activities across the network.
• Review departmental SPIs/SPTs.
• Reviews the effectiveness of previous safety recommendations; and.
• Oversees safety promotion activities as necessary to increase staff awareness of safety concerns and to ensure that they are provided appropriate opportunities to participate in safety management activities.
• Represents the first level of SME for all GOM related enquiries.
• Provide assistance to follow-up, review, proofing and design of Ground Operations checklists, forms and stationery to ensure common policy is followed network wide.
• Assist in monitoring regulations / standards and industry recommended practices and publishing relevant network wide airport bulletins to ensure compliance with relevant safety, security and operational requirements.
• Assist in monitoring and reviewing IATA annual publications and guidelines (IATA AHM, DGR, IGOM), to ensure strict adherence and compliance.
• Participates in working groups within Ground Operations and relevant stakeholders to ensure passenger, baggage, load control and aircraft handling policy and procedures are aligned.
• Provide and manage a comprehensive library of all Ground Operations departmental procedures keeping them up to date.
• Communicates effectively with all outstations on newly implemented procedures and/or modifications to existing procedures through the preparation of Ground Operations bulletins and/or safety bulletins.
• Support the Training, Standards and Procedures Manager in new projects under ground operations.

Requirements and Qualifications:

• Bachelor’s degree or equivalent from a recognised University.
• Has at least 4 years of job related experience.
• Have experience within an airline ground service or GHA operation environment is necessary.
• Have working exposure to internal/external audit practices.
• Have an understanding of relevant KCASR and IATA standards.
• Have excellent working knowledge of passenger/ramp handling operations.
• Have a good understanding of SMS concepts,
• Knowledge of MS Office.

Configuration and Maintenance Program Engineer

Jazeera Airways is looking for a Configuration and Maintenance Program Engineer who would be responsible for continued airworthiness preventive maintenance review in accordance with Jazeera Maintenance Program & reliability data to assure fleet’s maximum safety and operating efficiency. The position will also control configurations of Jazeera existing and new aircrafts by performing engineering document reviews to ensure compliance of airworthiness directives/aviation regulation/maintenance program and reflected in Engineering Computer System.

Responsibilities and Duties:

• Develops and formulates the airframe, engine, propeller, and component maintenance programs to ensure safety, reliability, and airworthiness in the most economical manner.
• Reviews and proposes changes to the aircraft maintenance program based on manufacturer recommendations, reliability analysis, and in-service experience, before submitting to the applicable Aviation Authority through the SCM Department.
• Optimizes the maintenance program based on fleet performance and task findings, identifying opportunities for increased task effectiveness and efficiency.
• Monitors component tracking and interchangeability in the company’s system, ensuring compliance with approved manuals and coordinating with Technical Services.
• Provides technical assistance to Fleet Management and Aircraft Records, including aircraft entry/exit processes.
• Monitors and reviews AD/SB actions that Technical Services intends to implement, ensuring compliance and proper entry into the company’s system, and reporting embodiment to OEMs as applicable.
• Manages current and historical data for AD/SB compliance based on aircraft configuration.
• Defines, builds, and maintains the aircraft configuration tree in the company’s system for newly arrived aircraft and landing gears.
• Monitors the aging aircraft Corrosion Prevention Control Program (CPCP) and Structural Sampling Inspection Program (SSSIP) to ensure safety and structural integrity.
• Performs data entry for components (e.g., AIR, HT) for newly arrived aircraft.
• Creates new part numbers and sub-assemblies in the system as needed.
• Assists in providing Aircraft Configuration status reports, including AD and Modification status.
• Provides technical support for OASES system functionality, addressing configuration concerns, troubleshooting, and offering practical training and guidance.
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