Command Center Officer

Job Description

The Command Center Officer plays a critical role in supporting the real-time monitoring of contact center performance across both internal teams and outsourced partner locations. This role ensures timely visibility of operational activity, accurate reporting, and effective escalation to safeguard service delivery and customer experience standards.

The Officer also contributes to operational reporting, data analysis, and coordination support, enabling consistent achievement of contact center KPIs and driving continuous improvement across processes.

Key Accountabilities

• Real-time monitoring: Track service levels, queue performance, backlog, ASA, abandonment, occupancy, and productivity to ensure operational stability.
  
  

• Performance reporting: Prepare daily, weekly, and monthly dashboards and reports for management review.
  
  

• Operational coordination: Collaborate with Workforce Management, Operations, and vendor teams to maintain continuity during demand surges, disruptions, and irregular operations.
  
  

• Risk escalation: Identify service level risks, performance variances, and data trends, escalating findings with clear supporting analysis.
  
  

• Governance support: Track corrective actions and follow-ups agreed during operational reviews and governance meetings.
  
  

• Data accuracy: Maintain reliable operational data, trackers, and performance records to support business decisions.
  
  

• Workforce analysis: Support analysis of schedule adherence, shrinkage, absenteeism, and productivity trends.
  
  

• Process improvement: Contribute to initiatives by identifying reporting gaps, automation opportunities, and efficiency enhancements.
  
  

• Stakeholder communication: Provide timely updates and clear communication in line with agreed escalation processes.
  
  
  
  

• Education: Bachelor’s degree or diploma in Business Administration, Aviation Management, Contact Center Operations, Data Analytics, or a related field.
  
  

• Experience: 2–4 years in contact center operations, workforce management, operational reporting, vendor coordination, customer service operations, or business analytics.
  
  

• KPI knowledge: Strong understanding of service level, ASA, abandonment, occupancy, productivity, shrinkage, and schedule adherence.
  
  

• Analytical skills: Demonstrated ability in problem-solving, data interpretation, and attention to detail.
  
  

• Reporting ability: Skilled in preparing clear reports, summaries, and operational updates.
  
  

• Stakeholder communication: Effective coordination and communication across internal teams and vendor partners.
  
  

• Resilience under pressure: Ability to support operational decision-making during peak periods or disruptions.
  
  

• Customer focus: Commitment to service quality and continuous improvement.
  
  

Technical Skills

• Microsoft Office: Proficiency in Excel and PowerPoint, with ability to prepare operational reports and presentations.
  
  

• BI tools: Experience with Power BI or other reporting/dashboard tools preferred.
  
  

• Workforce platforms: Working knowledge of IEX, Verint, Aspect, Genesys, or similar contact center systems preferred.
  
  

• Data interpretation: Ability to translate operational data into clear updates and actionable recommendations.
  
  
  
  

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

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