Airport Operations Control Center Analyst

About the role

A multinational organisation operating in the Transport, Defence and Advisory sectors in the Middle East is recruiting an Airport Operations Control Center (AOCC) Analyst in Abu Dhabi. The role acts as the central integrator between the AOCC and the airport's data centre, communicating with stakeholders and sharing information with frontline staff, mainly duty CX Team Leaders. It also monitors performance, implements strategies to resolve passenger service issues and reports on client relationship issues and operational obstacles.

Key responsibilities

• Ensure continuous customer service is available on site 24/7
• Monitor and coordinate resources on site from the AOCC, and handle changes in airport demand quickly, coordinating with management and frontline staff
• Make sure the frontline team addresses requests within the agreed KPI structure
• Coordinate and respond to issues while on duty, and determine site-specific procedures for the AOCC position
• Document and report changes in operational procedures, manage stakeholders and report on concerns
• Act as first point of escalation for AOCC-related issues, with accountability for documentation and transparency with management
• Work the shift rota covering 7 days a week, 24 hours a day, including statutory holidays, and accept ad hoc roster adjustments; seek approval from the Rostering and Scheduling manager for major changes
• Provide training and guidance on systems and processes to new personnel, and cover colleagues when needed
• Undertake training and be an active team member of Serco and Abu Dhabi Airports, and carry out other duties directed by line management

Required profile

• Up to 5 years' experience in an airport operations environment
• At least 2 years as a data analyst, system analyst, business analyst or information analyst
• Experience of performance analysis, management, reporting and attribution
• Up to 2 years of supervisory or team leader experience
• Proven experience using customer service, tracking or rostering systems