Contact Centre Project & Knowledge Lead

SmartRecruiters, Inc.; Abu Dhabi; On-site; AED 120,000 - 180,000; Full time

Job summary

Etihad Airways is seeking a highly analytical Project Officer for our Contact Centre Business Improvement team. You will drive projects, improve knowledge management, and support vendor performance, delivering insights to boost employee and customer experiences.

Working with the Manager Business Improvement, you will shape how knowledge, processes, systems and delivery are enhanced across our global contact centre network and operations.

Qualifications

• University graduate with strong analytical thinking.
• Experience supporting operational initiatives and process improvements.
• Knowledge of contact centre operations, policies, processes and service delivery.
• Proficiency in contact centre systems, knowledge management tools, reporting apps and MS Office.
• Experience coordinating with internal teams and external service providers with strong communication and influencing skills.
• At least three years’ experience in airline contact centre ops, knowledge management or related field.

Responsibilities

• Coordinate and monitor Contact Centre projects and business improvements across technology, processes, people, policies and vendors.
• Support vendor manpower services, technology deployments and operational improvements with stakeholders.
• Engage stakeholders to review progress, validate requirements, manage relationships, and communicate updates.
• Create, maintain and govern Knowledge Base articles and content for clarity, accessibility and style.
• Improve Knowledge Base structure, records, content organization and search for better access and data integrity.
• Manage monthly vendor Knowledge Assessments with tracking, dashboards and follow-up.
• Review Knowledge Base content for relevance and compliance with policies.
• Document business and technical requirements using data and insights to propose improvements.
• Support training materials, SOPs and content administration for projects.
• Balance priorities and risks across complex programmes and projects within the Contact Centre strategy.

Skills

Analytical thinking

Stakeholder coordination

Project coordination

Communication skills

Change implementation

Education

University graduate

Tools

Microsoft Office

Knowledge management tools

Reporting applications

Job description

Etihad Airways is seeking a highly analytical Project Officer for our Contact Centre Business Improvement team. You will drive projects, improve knowledge management, and support vendor performance, delivering insights to boost employee and customer experiences.

Working with the Manager Business Improvement, you will shape how knowledge, processes, systems and delivery are enhanced across our global contact centre network and operations.