24/7 Airport Operations Control Center Analyst

VIVO Defence Services; Abu Dhabi; On-site; AED 180,000 - 300,000; Full time

Job summary

Serco in Abu Dhabi is seeking an Airport Operations Control Centre (AOCC) Analyst to support on-site coordination from the AOCC. The role acts as the central integrator with the airport data center to provide communications with stakeholders and frontline staff, especially duty CX Team Leaders.

The analyst will monitor performance, address passenger service issues, and report to management for visibility and potential operational efficiencies.

Qualifications

• Up to 5 years’ experience within airport operations environment.
• Minimum of 2 years work experience as data analyst, system analyst, business analyst or information analyst.
• Proven experience in performance analysis, management, reporting and attribution.
• Up to 2 years supervisory or team leader experience.
• Proven experience in using customer service, tracking or rostering systems.

Responsibilities

• On-site resource coordination from the AOCC 24/7.
• Monitor and coordinate resources on site from AOCC.
• Handle changes in airport demand with coordination to management and frontline staff.
• Ensure frontline team addresses requests within KPI framework.
• Escalate issues and document changes related to AOCC operations.
• Provide training and guidance on systems and processes to new personnel.
• Carry out duties as directed by line management to support Serco and the client.

Skills

Data analysis

Performance analysis

Customer service

Roster management

Team coordination

Tools

Rostering systems

Job description

Serco in Abu Dhabi is seeking an Airport Operations Control Centre (AOCC) Analyst to support on-site coordination from the AOCC. The role acts as the central integrator with the airport data center to provide communications with stakeholders and frontline staff, especially duty CX Team Leaders.

The analyst will monitor performance, address passenger service issues, and report to management for visibility and potential operational efficiencies.