Project Officer

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 internal and external stakeholders
• Engage stakeholders to review progress, validate requirements, and manage relationships
• Create, maintain, and govern Knowledge Base articles and pre-written content for clarity and accessibility
• Optimize Knowledge Base structure, records, and content organization to improve user experience
• Manage monthly vendor Knowledge Assessments, including coordination and reporting
• Document business and technical requirements and use operational data to recommend improvements
• Manage complex programmes and projects, balancing priorities, risks, and tasks against Contact Centre strategy

Requirements

• University graduate
• Strong analytical thinking, self-management, and stakeholder coordination skills
• Experience supporting operational initiatives, process improvements, and content governance
• Strong knowledge of contact centre operations, policies, and supporting technologies
• Proficiency in contact centre systems, knowledge management tools, and Microsoft Office
• At least three years' experience in airline contact centre operations, knowledge management, or business improvement

About the Company

Etihad Airways is the UAE's national airline, shaping the future of global aviation from its hub in Abu Dhabi. The company is driving its "Journey 2030" ambition to expand its network and grow its people for a new era of excellence.