Accountabilities

• Lead capacity planning, forecasting, scheduling across teams and outsourced partners to meet SLA and quality targets.
• Establish a robust MIS and analytics framework, including performance dashboards and standardized reporting.
• Manage quality, knowledge base, and training requirements for CC teams to drive consistency.
• People, budget & vendor performance: Manage the ADM budget (tracking, analysis, insight‑driven improvements); lead Senior &
• Quality Officers (coaching, workload, QA calibration); govern vendor relationships via SLAs, QBRs, incentives/penalties; analyse interactions (calls, QA, DSat/NPS) to target training and playbooks; ensure timely, clear communications to global vendors so changes are understood and applied across all touchpoints.
• Process, CX & digital transformation (end‑to‑end): Evaluate and streamline business systems/processes; set monitoring guidelines and define customer segmentation with tailored strategies; own CX optimisation to minimise customer effort; design and govern digital solutions that fit current workflows and deliver cost effectiveness; write and sign off business requirements, lead build → UAT → go‑live to ensure robust, traceable solutions; act as POC coordinating with Training, Recruitment, Ops, IT and other stakeholders to land changes and measure adoption.
• Operational excellence, risk & compliance: Establish methodology to detect/resolve performance issues and drive continuous improvement; assure processes meet defined objectives; oversee final solutions against initial requirements; anticipate organisational risks with mitigations and comms plans; ensure full adherence to Etihad policies (Security, HR, Ops, Legal) and maintain audit readiness.

Education & Experience

•  University graduate

•  7+ year of experience in an inbound/outbound contact centre

•  3+ year experience in process improvement

•  Six Sigma Green Belt / COPC certification (advantage)

•  Project Management Professional (PMP)® Certification (advantage)