Job Description

The Command Center Manager is responsible for overseeing the operational performance of outsourced contact center partners across multiple geographies. The role serves as the central point of control for real-time service level management, performance monitoring, workforce coordination, reporting, analytics, and executive communication to ensure delivery of customer experience and operational KPIs.

The role will drive proactive management of vendor performance, identify operational risks, provide actionable insights through advanced analytics, and ensure alignment with the airline's customer service strategy and commercial objectives.

Accountabilities

• Operate a centralized command centre for real-time monitoring.

• Track live service levels, queue performance, backlog, ASA, abandonment, occupancy, and productivity.

• Coordinate with vendor WFM and Operations teams during demand surges and disruptions.

• Conduct daily, weekly, and monthly vendor performance reviews.

• Identify performance gaps and drive corrective action plans.

• Escalate service risks and recovery plans to leadership teams.

• Ensure consistent performance across all vendor sites.

• Coordinate with vendor WFM and Operations teams during demand surges and disruptions.

• Lead operational bridge calls during irregular operations (IROPS)

• Analyse operational performance and identify improvement opportunities.

• Manage vendor interval level commit and schedule efficiency.

• Monitor shrinkage, absenteeism, occupancy, and productivity.

• Prepare executive updates and leadership presentations.

• Facilitate governance forums and operational reviews.

• Identify automation opportunities.

• Lead process improvement initiatives.

• Benchmark vendor performance.

• Implement best practices across partner locations.

• Drive efficiency and cost optimization programs.

Qualifications

• Bachelor’s degree

• 3–7 years of experience in Contact Center Operations, WFM, Vendor Management, or Business Analytics. And managing outsourced contact centre partners.

• Strong analytical thinking

• Executive communication

• Vendor governance

• Stakeholder management

• Decision making under pressure

• Problem solving

Technical Skills

• Power BI & Excel (Advanced)

• SQL (preferred)

• Workforce Management tools ( IEX, Verint, Aspect )

• Data visualization and reporting platforms

Additional Information

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

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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.