وصف الوظيفة
Role Overview
Project Officer at Etihad Airways, based at our Abu Dhabi hub supporting the Contact Centre Business Improvement team.
Company Overview
Etihad Airways is the UAE's national airline, connecting people across continents and cultures. The organization is executing its "Journey 2030" ambition to double its fleet, expand its network, and grow its people for a new era of excellence within global aviation.
Role Purpose
To drive project delivery, knowledge management, and operational improvements across Etihad's global Contact Centre network by coordinating initiatives, governing content, supporting vendors, and delivering data-driven insights that enhance employee and customer experiences.
Key Responsibilities
Project & Programme Management
- Coordinate and monitor Contact Centre projects and business improvements across technology, processes, people, policies, and vendors.
- Manage complex programmes and projects, balancing priorities, expectations, risks, and tasks against Contact Centre strategy.
- Apply sound judgment, autonomy, flexibility, and influencing skills while considering internal and external delivery factors.
Knowledge Management & Governance
- Create, maintain, and govern Knowledge Base articles and pre-written content for clarity, accessibility, and style compliance.
- Optimize Knowledge Base structure, records, content organization, and search to improve access, data integrity, and user experience.
- Review Knowledge Base content for business relevance, operational needs, and compliance with Etihad policies and requirements.
Stakeholder & Vendor Management
- Support vendor manpower services, technology deployments, and operational improvements with internal and external stakeholders.
- Engage stakeholders to review progress, validate requirements, manage relationships, and communicate project and Knowledge Base updates.
- Coordinate with internal teams and external service providers using strong communication, influencing, and consultation skills.
Operational Improvement & Analysis
- Work with Operations, Quality, IT, and service providers to identify content gaps and improve Knowledge Base accuracy and usability.
- Document business and technical requirements and use operational data, customer insights, and best practice to recommend improvements.
- Manage monthly vendor Knowledge Assessments, including coordination, completion tracking, dashboard updates, reporting, and follow-up.
Training & Support
- Support training, reference materials, and SOPs for projects, search, content administration, and Knowledge Base use.
Qualifications & Experience
- University graduate.
- At least three years' experience in airline contact centre operations, knowledge management, business improvement, or a related operational environment.
- Strong knowledge of contact centre operations, policies, processes, service delivery, and supporting technologies.
- Experience supporting operational initiatives, process improvements, content governance, and change implementation.
Skills & Competencies
- Strong analytical thinking, self-management, customer focus, and stakeholder coordination skills.
- Proficiency in contact centre systems, knowledge management tools, reporting applications, and Microsoft Office.
- Strong communication, influencing, and consultation skills.
- Ability to work with diverse internal and external teams.
Additional Information
This role offers the opportunity to influence the performance of a global Contact Centre operation, work on high-impact business improvement and transformation initiatives, gain exposure across Operations, Quality, Technology, Learning, and Vendor Management teams, use data and insights to drive measurable operational improvements, and develop expertise in knowledge management, project coordination, and operational excellence within one of the world's leading airlines.