Project Officer, Etihad Guest Loyalty Programme

Synopsis

The Project Officer is to work closely with the Manager Quality Budget Business Support to support and mvanage the co-ordination, monitoring, planning, delivery and review of the projects, initiatives and activities that will ensure the achievement of the Contact Centre strategic priorities within the multi-vendor outsource business plan.

Accountabilities

• Provides project management on behalf of all parts of Contact Centre business, covering all disciplines, activities, and functions, including technology, processes, people, and policies.
• Project management will be of Manpower services through new & existing vendors and deployment of new technology across internal & external parties.
• Liaise with key internal & external customers for regular reviews and relationship management.
• Manages and evaluates complex programmes/projects, owning a portfolio of activities which requires managing conflicting priorities, expectations, and multiple tasks.
• Considers the ‘big picture’ and shows high degree of awareness of wide ranging internal and external factors when problem solving and decision making.
• Responsible for investigation, analysis, and research of new and existing processes, utilising process re-engineering techniques to drive the delivery of the Contact Centre strategic goals.
• Responsible for risk management, assessing impacts and likelihood, recognising potential failure points, and identifying countermeasures.
• Works within the prioritised programme of activity but with a high degree of autonomy, demonstrating flexibility and responsiveness to changing requirements.
• Responsible for risk management, assessing impacts and likelihood, recognising potential failure points, and identifying countermeasures.
• Responsible for maintaining a high level of focus on strategic priorities through effective use of influencing skills.
• Applies good people management principles and mirroring best practice approach.
• Be knowledgeable about contact centre and distribution technical infrastructure with an appreciation for improving or enhancing operational efficiencies across all disciplines and businesses using technology.

Education & Experience

• Should be logical thinker, self-management, customer focus & vendor management
• Project & Change management with ability to manage complexity.
• Proven understanding of contact centre environments, policies, processes, and technologies
• IT literate across range of contact centre systems and applications
• Project & People Management experienced with influencing & consultancy skills.
• Degree with 3+ years’ experience in an Airline Contact Centre operations

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