Learning and Development
"We achieve what we do because of our people. We choose them very carefully, and just as important, they choose us very carefully”
Maurice Flanagan, Executive Vice Chairman - Emirates Airline & Group
People are the heart and soul of the Emirates Group, therefore recruiting, training and retaining high calibre people is one of the core values of the business.
In recognition of the importance of self-development and increasing knowledge and skills, Emirates operates high calibre training programmes which are accessible to all individuals across the Group.
These courses are facilitated through a variety of mediums including classroom based, on-the-job, online (eLearning), practical assessment, simulation, project based or a combination of these options (blended).
A network of Learning Resource Centres (LRC) exist in various Emirates Group buildings in Dubai, providing an environment for self or group-based study away from the busy workplace. In addition to this, ‘My Learning Zone’ is the Emirates Group learning portal. It provides a one-stop location for accessing training and development information and for online learning courses for all employees.
If you are recruited at entry level into the Contact Centre you can be promoted to senior agent after a minimum period of 12 months, based on specified performance parameters and subject to availability of positions.
There is tremendous opportunity to undertake online and classroom based courses on fares and ticketing, and to advance existing level of skills. You are also encouraged to develop leadership skills, selling techniques and telephone etiquette.
There is scope for job rotation to understand all aspects of the Contact Centre both front and back office, dial-a- ticket, functions desk, fares desk etc. Growth opportunities for Contact Centre agents not only exist within the Contact Centre but also in related areas like the Agency Support, Travel Hubs and Sales
At Skywards, we encourage cross functional growth of our team and many of our G7 and G8 managers of today were originally contact center staff. We believe in and actively promote secondments to develop the skill sets of our team. Cross functional project groups are a way of life in our fast paced environment often with the project leader being of a lower grade than the participants to encourage growth and confidence in leadership skills. Knowledge of internal systems such as MARS is crucial. In-house training is provided.
Similar progression and training opportunities exist within the travel shops.