RTM Administrator
- Cairo
- On-site
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 an RTM Administrator, playing a key role in managing real-time
performance across our contact centres.
In this role, youʼll be responsible for monitoring and analysing both voice and non
voice activities against quality and service standards, ensuring performance stays
on track throughout the day. Youʼll work closely with WFM and operations to
protect service levels, response times and overall customer experience through
live monitoring and timely interventions. Youʼll also identify performance gaps and
coordinate coaching and training actions to support continuous improvement.
What youʼll do:
- Monitor live queues across voice, chat, email, messaging and social, ensuring
performance stays on track - Track key performance metrics including service levels, response times,
occupancy and adherence. - Identify risks early and take prompt action to minimize impact on service and
customer experience. - Execute real-time adjustments to staffing, skill allocation and channel
priorities. - Work closely with Team Leaders to manage breaks, coaching sessions and
offline activities. - Manage intraday changes including overtime, shift adjustments and resource
reallocation. - Activate contingency plans during system issues, demand spikes or
operational disruptions. - Analyse performance trends and identify root causes to support continuous
improvement. - Share insights to support forecasting, scheduling, and channel optimisation.
- Maintain real-time dashboards and ensure accuracy of queue configurations
and reporting. - Escalate issues with agent states, skill assignments, or system setup to ensure
smooth operations.
Skills & Requirements
What we’re looking for:
- University graduate.
- 2+ years of experience in contact centres, quality, help desk or SME roles.
- Proficient in contact centre technologies, including workforce management,
reporting, quality and monitoring tools. - Excellent written and verbal communication skills.
- Knowledge of airline reservation systems (preferred).
About the company
Etihad, 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. All this ties into Etihad’s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!
Myla Taller | Contact Person
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