Project Officer

Role overview

Accountabilities

• Coordinate projects and improvements across technology, processes, people, policies, and vendors.
• Support vendor manpower services, technology deployments, and operational improvements.
• Manage stakeholder progress reviews, requirement validation, relationships, and project communications.
• Create, maintain, and govern Knowledge Base articles and pre-written content for clarity, accessibility, and style compliance.
• Improve Knowledge Base content, structure, records, search, accuracy, usability, and data integrity.
• Coordinate monthly vendor Knowledge Assessments, tracking completion, dashboards, reporting, and follow-up.
• Review Knowledge Base content for operational relevance and policy compliance.
• Document business and technical requirements and recommend improvements using operational data, customer insights, and best practice.
• Support training materials and SOPs for projects, search, content administration, and Knowledge Base use.
• Manage project priorities, expectations, risks, and tasks in line with Contact Centre strategy.

Qualifications and experience

• University graduate.
• At least three years’ 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.
• Proficiency in contact centre systems, knowledge management tools, reporting applications, and Microsoft Office.
• Experience coordinating with internal teams and external service providers.
• Strong analytical thinking, self-management, customer focus, stakeholder coordination, communication, influencing, and consultation skills.

Opportunity

• Opportunity to influence a global Contact Centre operation and work on business improvement and transformation initiatives.
• Exposure to Operations, Quality, Technology, Learning, and Vendor Management teams.
• Opportunity to use data and insights to drive operational improvements and develop expertise in knowledge management and project coordination.

About Etihad