Project Officer

Role overview

Project and operational improvement

• Coordinate and monitor Contact Centre projects and 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, manage relationships, and communicate project and Knowledge Base updates.
• Manage complex programs and projects, balancing priorities, expectations, risks, and tasks against Contact Centre strategy.

Knowledge management and reporting

• Create, maintain, and govern Knowledge Base articles and pre-written content for clarity, accessibility, and style compliance.
• Work with Operations, Quality, IT, and service providers to identify content gaps and improve accuracy and usability.
• Improve Knowledge Base structure, records, content organization, and search to support access, data integrity, and user experience.
• Manage monthly vendor Knowledge Assessments, including coordination, completion tracking, dashboard updates, reporting, and follow-up.
• Review content for business relevance, operational needs, and compliance with Etihad policies and requirements.
• Document business and technical requirements and use operational data, customer insights, and best practices to recommend improvements.
• Support training, reference materials, and SOPs for projects, search, content administration, and Knowledge Base use.

Qualifications and experience

• University graduate.
• At least 3 years of experience in airline contact centre operations, knowledge management, business improvement, or a related operational environment.
• Experience supporting operational initiatives, process improvements, content governance, and change implementation.
• Strong knowledge of contact centre operations, policies, processes, service delivery, and supporting technologies.
• Experience coordinating with internal teams and external service providers.

Skills and tools

• Proficiency in contact centre systems, knowledge management tools, reporting applications, and Microsoft Office.
• Strong analytical thinking, self-management, customer focus, stakeholder coordination, communication, influencing, and consultation skills.

About Etihad