Etihad Aviation Group

1 day ago

Command Center Officer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Support real-time monitoring of contact center performance across internal teams and outsourced partners, ensuring visibility, accurate operational reporting, and timely escalation. Build daily, weekly, and monthly dashboards for management review, coordinate with Workforce Management and Operations during disruptions, and maintain data accuracy for decision-making. Analyze workforce metrics such as schedule adherence, shrinkage, absenteeism, and productivity to help achieve contact center KPIs and drive continuous process improvement.

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Business Operations

Seniority: Mid level

Key Responsibilities

•Track real-time contact center performance metrics including service levels, queue performance, backlog, ASA, abandonment, occupancy, and productivity.
•Prepare daily, weekly, and monthly dashboards and performance reports for management review.
•Coordinate with Workforce Management, Operations, and vendor teams to maintain continuity during demand surges and disruptions.
•Identify service level risks and performance variances, and escalate findings with supporting analysis.
•Track corrective actions and follow-ups from operational reviews and governance meetings while maintaining reliable operational data and trackers.

Key Requirements

•Bachelor’s degree or diploma in Business Administration, Aviation Management, Contact Center Operations, Data Analytics, or a related field.
•2–4 years of experience in contact center operations, workforce management, operational reporting, vendor coordination, customer service operations, or business analytics.
•Strong knowledge of service level, ASA, abandonment, occupancy, productivity, shrinkage, and schedule adherence.
•Demonstrated analytical skills in problem-solving, data interpretation, and attention to detail.
•Ability to prepare clear operational reports and effectively communicate with internal teams and vendor partners.

Experience:2-4 yearsContact center operationsWorkforce managementOperational reportingCustomer service operationsBusiness analytics

Education:Bachelor's

Skills:Problem-solvingData interpretationAttention to detailStakeholder communicationCustomer focus

Languages:English (UK)

Tech Stack:Microsoft OfficeExcelPowerPointPower BIIEXVerintAspectGenesys

Company Brief

Etihad Aviation Group

Etihad Aviation Group (Etihad Airways) is the national airline of the UAE, operating passenger and cargo services worldwide from Abu Dhabi and providing aviation-related services across hospitality, maintenance and cargo sectors.

Industry: Airlines

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Government Funded

Headquarters: Abu Dhabi, United Arab Emirates

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor

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Etihad Aviation Group

1 day ago

Command Center Officer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 10 hours agoStatus: Live

Job Summary

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Business Operations

Seniority: Mid level

Key Responsibilities

•Track real-time contact center performance metrics including service levels, queue performance, backlog, ASA, abandonment, occupancy, and productivity.
•Prepare daily, weekly, and monthly dashboards and performance reports for management review.
•Coordinate with Workforce Management, Operations, and vendor teams to maintain continuity during demand surges and disruptions.
•Identify service level risks and performance variances, and escalate findings with supporting analysis.
•Track corrective actions and follow-ups from operational reviews and governance meetings while maintaining reliable operational data and trackers.

Key Requirements

•Bachelor’s degree or diploma in Business Administration, Aviation Management, Contact Center Operations, Data Analytics, or a related field.
•2–4 years of experience in contact center operations, workforce management, operational reporting, vendor coordination, customer service operations, or business analytics.
•Strong knowledge of service level, ASA, abandonment, occupancy, productivity, shrinkage, and schedule adherence.
•Demonstrated analytical skills in problem-solving, data interpretation, and attention to detail.
•Ability to prepare clear operational reports and effectively communicate with internal teams and vendor partners.

Experience:2-4 yearsContact center operationsWorkforce managementOperational reportingCustomer service operationsBusiness analytics

Education:Bachelor's

Skills:Problem-solvingData interpretationAttention to detailStakeholder communicationCustomer focus

Languages:English (UK)

Tech Stack:Microsoft OfficeExcelPowerPointPower BIIEXVerintAspectGenesys

Company Brief

Etihad Aviation Group

Industry: Airlines

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Government Funded

Headquarters: Abu Dhabi, United Arab Emirates

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor