Project Officer

Job description / Role

Purpose

The Project Officer is to work closely with the Manager Quality Budget Business Support to support and manage the co-ordination, monitoring, planning, delivery and review of the projects, initiatives and activities that will ensure the achievement of the Contact Centre strategic priorities within the multi-vendor outsource business plan.

Accountabilities

- Provides project management on behalf of all parts of Contact Centre business, covering all disciplines, activities, and functions, including technology, processes, people, and policies.
- Project management will be of Manpower services through new & existing vendors and deployment of new technology across internal & external parties.
- Liaise with key internal & external customers for regular reviews and relationship management.
- Manages and evaluates complex programmes/projects, owning a portfolio of activities which requires managing conflicting priorities, expectations, and multiple tasks.
- Considers the 'big picture' and shows high degree of awareness of wide ranging internal and external factors when problem solving and decision making.
- Responsible for investigation, analysis, and research of new and existing processes, utilising process re-engineering techniques to drive the delivery of the Contact Centre strategic goals.
- Responsible for risk management, assessing impacts and likelihood, recognising potential failure points, and identifying countermeasures.
- Works within the prioritised programme of activity but with a high degree of autonomy, demonstrating flexibility and responsiveness to changing requirements.

Requirements

Education & Experience

- University graduate
- 3+ years' experience in an Airline Contact Centre operations
- Project & Change management with ability to manage complexity.
- Proven understanding of contact centre environments, policies, processes, and technologies
- IT literate across range of contact centre systems and applications
- Project & People Management experienced with influencing & consultancy skills.

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world's leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad's codeshare partners, Etihad's network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. Etihad is recognised as one of the world's leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.

Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.

About the Company

Etihad Airways is the National Airline of the United Arab Emirates. The airline was set up by a Royal Decree in July 2003, with Abu Dhabi, the capital of the UAE, as its hub. Etihad started commercial operations in November 2003.

With Etihad, everyone who flies with us is welcomed as our guest.

This simple credo illuminates everything we do, from big things like making sure that our fleet is one of the most advanced in the sky, to small touches like letting you choose the films you watch.

Were proud to be the National Airline of the United Arab Emirates. At the crossroads between Europe and Asia, our home reflects our commitment to bringing the world closer together - as does our highly cosmopolitan staff.