Business Support Officer

Let your career take off with the World’s Leading Airline, Etihad Airways. Work in the forefront of the airline and travel industry, with the airline that has reimagined the flying experience through its pioneering products and services.

The Business Support Officer will work closely with the Manager Quality Budget Business Support to support the Customer Care line of business which includes business projects, SOP documentation, process analysis and management to develop, deliver & implement strategies useful in improving customer experience while ensuring business & cost optimization is achieved in a multi-vendor environment. 

Accountabilities

• Ensure appropriate documentation is in place for specific support requirements. 
• Supports Business with changes and oversee the operational requirements. 
• Deliver services with a primary, although not exclusive, focus on the assigned support function (IT and resource management, admin & knowledge, quality & training, real time call monitoring) taking responsibility to advance professional and technical skills to efficiently perform and/or provide cover in the different areas of operations support. 
• Review current and future business requirements and develop/align processes to help achieve business objectives. 
• Prepare and/or assist in preparation of reports and updates relevant to the assigned support function (e.g., training reports, call performance, quality, etc.) 
• Provide business development support to customer care support functions and operations. 
• Take active lead in implementation of new systems, process, and technologies both internal and external. 
• Escalate trends and tendencies either negative (with corrective/preventive actions) or positive (with recommendations to spread) with ability to spot problems, use Analysis for better understanding causes and effects, map out issues in a logical and consistent manner. 
• Support ad hoc projects and assignments as required. 
• BCP, complaint root cause and VIP handling management 
• Able to operates within a fast-moving Contact Centre & its support functions with focus on result delivery possibly through limited resources. 

Education & Experience

• University graduate 
• Should be logical thinker, self-management, customer focus & vendor management 
• 3+ years’ experience in Contact Centre operations 
• Excellent interpersonal and communication skills 
• Highly analytical with ability to draw sound conclusions. 
• Sound knowledge of Contact Centre applications, WFM, operations and managed business transitions/ integrations 

About Etihad Airways

Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world’s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad’s codeshare partners, Etihad’s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!

To learn more, visit etihad.com

Recruitment Fraud Alert

Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent and contact ethicscompliance@etihad.ae