Project Officer – Contact Centre Business Improvement

About the role

Etihad Airways is seeking a proactive Project Officer to join the Contact Centre Business Improvement team. You will help shape knowledge, processes, systems and operational improvements across our global contact centre network.

Key responsibilities

• Coordinates and monitors contact centre projects and business improvements across technology, processes, people, policies and vendors.
• Supports vendor manpower services, technology deployments and operational improvements with internal and external stakeholders.
• Engages stakeholders to review progress, validate requirements and communicate project and Knowledge Base updates.
• Creates, maintains and governs Knowledge Base articles for clarity, accessibility and style compliance.
• Manages monthly vendor Knowledge Assessments, tracking completion, updating dashboards and reporting.

Required profile

• University graduate with strong analytical thinking, self‑management and customer focus.
• At least three years’ experience in airline contact‑centre operations, knowledge management or business improvement.
• Proven ability to coordinate with internal teams and external service providers, influencing and consulting effectively.

Required skills

• Proficiency in contact centre systems, knowledge management tools, reporting applications and Microsoft Office.
• Experience documenting business and technical requirements and recommending data‑driven improvements.

What we offer

• Opportunity to influence the performance of a global contact centre operation.
• Exposure to high‑impact business improvement and transformation initiatives across multiple functions.
• Development of expertise in knowledge management, project coordination and operational excellence within a leading airline.