Command Center Officer

Role Overview

The Command Center Officer is pivotal in overseeing the real-time supervision of contact center activities across in-house teams and outsourced partners. This position ensures operational transparency, precise reporting, and timely escalation to maintain service standards and customer satisfaction.

Primary Duties

• Monitor service levels, queue lengths, backlog, average speed of answer (ASA), call abandonment, occupancy rates, and productivity continuously to ensure operational consistency.
• Compile and present daily, weekly, and monthly performance dashboards and reports for management evaluation.
• Coordinate with Workforce Management, Operations, and external vendors to support smooth operations during demand fluctuations, disruptions, or irregularities.
• Detect potential risks related to service levels, performance deviations, and emerging trends, escalating concerns with thorough analysis.
• Support governance by tracking corrective measures and follow-ups from operational reviews and meetings.
• Maintain accurate operational data records and trackers to inform business decisions.
• Assist in the analysis of workforce metrics such as schedule adherence, absenteeism, shrinkage, and productivity patterns.
• Identify opportunities for process optimization through gap analysis in reporting and automation potential.
• Communicate updates promptly and clearly in line with established escalation protocols.

Required Qualifications

• Bachelor’s degree or diploma in Business Administration, Aviation Management, Contact Center Operations, Data Analytics, or a similar discipline.
• Two to four years of experience within contact center operations, workforce management, vendor collaboration, operational data reporting, customer service operations, or analytics roles.
• Deep familiarity with key performance indicators like service levels, ASA, abandonment rates, occupancy, productivity, shrinkage, and adherence to schedules.
• Strong analytical aptitude, with attention to detail and problem-solving capabilities.
• Proven proficiency in creating clear operational reports, summaries, and status updates.
• Effective interpersonal and communication skills for coordination with multiple stakeholders including vendors and internal teams.
• Ability to remain resilient and support decision-making in high-pressure or peak operational contexts.
• A relentless drive for customer service excellence and continuous process improvement.

Technical Expertise

• Advanced skills in Microsoft Excel and PowerPoint for creating detailed reports and presentations.
• Experience with business intelligence tools such as Power BI is advantageous.
• Familiarity with workforce management and contact center systems like IEX, Verint, Aspect, Genesys, or equivalents is preferred.
• Competence in translating operational data into actionable insights and clear communication.

Additional Information

As the UAE’s flagship airline, Etihad Airways aspires to shape the future of aviation with its ambitious "Journey 2030" strategy to expand its fleet, network, and workforce from its base in Abu Dhabi. Join us and be part of a dynamic global environment where innovation and exceptional experiences thrive.

Recruitment Warning: Candidates should be alert to fraudulent schemes falsely representing the Etihad group. We never request sensitive personal data, financial information, or payments throughout recruitment. All interviews are conducted in person or via official video/telephone methods before any offer is made. Any monetary solicitations should be reported as fraud.