Workforce Controller

Job Description

Make the world your home

At Etihad, our people shape every journey. Guided by our ambition to go Beyond
Borders, we connect people, cultures and possibilities across more than 100
destinations worldwide. From our network and fleet to the teams behind every
journey, itʼs this shared ambition that drives us to go beyond and deliver
extraordinary travel experiences.

Weʼre looking for an operations-focused professional to join our Customer Care
team as a Workforce Controller, playing a key role in ensuring our operations run
smoothly across both in-house teams and external partners.

In this role, youʼll be responsible for planning and managing workforce needs
across a dual-vendor environment, ensuring the right resources are in place at the
right time. Youʼll work closely with operations and stakeholders to balance
demand, optimise performance, and support a consistent, high-quality guest
experience. Itʼs a role that combines data, planning and real-time decision-making
to keep our contact centres performing at their best.

What youʼll do:

• Monitor team performance across vendors and in-house units, tracking both
  quality and productivity.
• Plan and manage staffing levels to ensure operational needs are met
  efficiently.
• Support operational decision-making with forecasts, planning models and
  scenario analysis.
• Build and maintain accurate forecasting models for volumes and handling
  times across Customer Care.
• Manage intra-day staffing and adjust resources in real time based on demand
  fluctuations.
• Optimise schedules and resource allocation to maintain service levels and
  improve efficiency.
• Analyse performance against WFM metrics and support continuous
  improvement initiatives.
• Work closely with internal stakeholders to align volume drivers with resource
  planning.
• Communicate regular updates on forecasts, headcount and performance to
  operations teams.
• Oversee vendor performance and mission control activities to ensure business
  continuity.
• Manage call flows and IVR to maintain a consistent guest experience.
• Ensure all processes, systems and documentation meet Etihad standards and
  are consistently followed.
• Uphold all company policies across security, HR, operations, and compliance.