Overview
Synopsis
Workforce Controller ensures vendors, in a dual vendor environment, have accurate forecast and able to accommodate Etihad needs. Maximizing the customer experience and ensuring business optimization through WFM assessment across both vendors & inhouse units and across all customer care functions.
Accountabilities
- Monitoring the implementation of work activities of individual team members qualitatively and quantitatively
- Ensure accurate planning and adequate staffing for operation regarding all resourcing issues
- Support operation management with all necessary information, planning models and scenarios to facilitate the decision-making process
- Support and enable the development, optimizing and maintaining the structure, systems and procedures in relation to the area of responsibility
- Review performance of department based on defined WFM metrics with the teams and assure improvement plans and actions are taken
- Assure processes and documentation of processes are fulfilled as intended by the members of the team & vendor in accordance with Etihad standards
- Build & maintain forecasting models for volumes & AHT across all functions within the Customer Care unit and achieve a high level of forecast accuracy
- Build internal awareness to volume drivers & build relationship with internal stakeholders to ensure decisions are align with resource planning
Education & Experience
- University graduate
- 5+ years experience in WFM managing over 250+ FTE with complexity of various languages/sites/vendors
- Knowledge of outsourced operations, processes, reporting tools and operational logistics
- Six Sigma Green Belt is an advantage
- COPC implementation leader is an advantage
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. Etihad is recognised as one of the world’s leading airlines in response to COVID-19 and was the first airline in the world to fully vaccinate its crew on board.
Etihad sees tackling the climate crisis as the most important issue of our time, and through strategic partnerships with major global aviation brands and OEMs, Etihad is relentless in its pursuit of industry decarbonisation.
To learn more, visit etihad.com