Aocc Analyst

AOCC Analyst - Subject to Contract Award
Make a difference every day

The Job Opportunity
We are looking for an AOCC Analyst to support with the coordination of resources on site from the designated Airport Operations Control Centre. The roles’ purpose is to act as the central integrator with the data centre of the airport to provide communications with other stakeholders and share information with frontline staff (predominantly with duty CX Team Leaders).

They will provide on-going performance monitoring and implement strategies for addressing passenger service issues. Additionally, they will represent Serco with other stakeholders and report on any client relationship issues, obstacles and functional aspects of working with the AOCC to look at greater visibility across the designated airport facility.

Their end goal will be to serve the contracts team by delivering visibility, proactive communication and to recommend efficiencies in the operation through observation and teamwork.

Serco delivers essential public services to customers in the UAE on behalf of governments, semi-governments, and large private corporations.

Key accountabilities
Ensure efficient and continuous customer services are available to the client on site 24/7.
Continual monitoring and coordination of resources on site from the designated Airport Operations Control Centre.
Fast and efficient handling of changes in airport demand with subsequent coordination with management and frontline staff.
Ensure the frontline team address and prioritise requests within the agreed KPI structure (where relevant to role)
Coordinate and respond to issues whilst on duty - with respect to AOCC relevance.
Determine site specific procedures for the position with AOCC
Document and report on changes in operational procedures
Manage stakeholders and report on concerns
First point of escalation for issues (related to AOCC operations, data management and airport demand) with accountability for documentation and transparency with management

Highly motivated and flexible to be able to work in a time-sensitive environment and respond quickly and effectively to unanticipated high workloads, events and emergencies
Strong organisational skills, detail oriented, and the ability to handle multiple priorities

Specific requirements

Up to 5 years’ experience within airport operations environment

A minimum of 2 years work experience as data analyst, system analyst, business analyst or as an information analyst

Previous experience of performance analysis, management, reporting and attribution

Up to 2 years supervisory or team leader experience.

Proven experience in the use of customer service, tracking or rostering or similar systems

Working knowledge of statistical and numerical analysis and technique in addition to performance analysis

Excellent numerical and PC skills including the use of MS Excel and other relevant analytical tools

Good written and verbal communication skills and the ability to manage multiple tasks efficiently and work productively in a fast-paced, team-oriented environment

Ideally a degree holder in business administration or related discipline in airport/aviation industry

Minimum diploma holder.

Working with Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play.

We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

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