Global Contact Center Project & Knowledge Lead

Etihad food group; Abu Dhabi; On-site; AED 201,000 - 335,000; Full time

Job summary

Etihad Airways is seeking a Project Officer for the Contact Centre Business Improvement team in Abu Dhabi. This role drives knowledge management, processes, and system improvements across Etihad's global Contact Centre network, partnering with the Manager Business Improvement to deliver impactful projects.

You will analyze data, support vendor performance, and produce insights that enhance employee and customer experiences, collaborating with Operations, IT, Quality, Learning, and external

Qualifications

• University graduate with strong analytical and stakeholder skills.
• Experience supporting operational initiatives and process improvements.
• Deep knowledge of contact centre operations and related technologies.
• Minimum three years in airline contact centre or knowledge management.

Responsibilities

• Coordinate and monitor Contact Centre projects and improvements across people, processes, and vendors.
• Support vendor manpower, technology deployments, and performance with stakeholders.
• Create and govern Knowledge Base content for clarity and usability.
• Review content for relevance, compliance, and business needs.
• Document requirements and leverage data to recommend improvements.
• Support training materials and SOPs for Knowledge Base use.
• Manage complex programmes balancing priorities and risk against strategy.
• Apply judgement, autonomy, and influencing skills in delivery.

Skills

Analytical thinking

Self-management

Customer focus

Stakeholder coordination

Knowledge management

Reporting tools

MS Office

Communication

Influencing

Education

University degree

Tools

CRM systems

Knowledge base tools

Reporting tools

Microsoft Office

Job description

Etihad Airways is seeking a Project Officer for the Contact Centre Business Improvement team in Abu Dhabi. This role drives knowledge management, processes, and system improvements across Etihad's global Contact Centre network, partnering with the Manager Business Improvement to deliver impactful projects.

You will analyze data, support vendor performance, and produce insights that enhance employee and customer experiences, collaborating with Operations, IT, Quality, Learning, and external