✨ AI Summary
The Airport Operations Control Center (AOCC) Analyst supports the coordination of resources from the Airport Operations Control Centre, acting as a central integrator for communication with stakeholders and frontline staff. This role involves ongoing performance monitoring, addressing passenger service issues, and representing Serco with other stakeholders. The primary goal is to provide visibility, proactive communication, and recommend operational efficiencies.
Key responsibilities include ensuring 24/7 customer service, monitoring and coordinating resources, handling changes in airport demand, prioritizing requests within KPIs, and responding to AOCC-relevant issues. The analyst will document operational procedures, manage stakeholders, and serve as the first point of escalation for AOCC operations and data management. The role requires working within a shift rota covering 24/7 operations and providing training to new personnel.
Requirements
Requires up to 5 years of experience in airport operations, with a minimum of 2 years as a data, system, business, or information analyst. Previous experience in performance analysis, management, and reporting is essential, along with up to 2 years of supervisory or team leader experience. Proven experience with customer service, tracking, or rostering systems is also required.
Description
We are looking for 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 center 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.Key accountabilitiesEnsure 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 priorities 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 AOCCDocument and report on changes in operational proceduresManage stakeholders and report on concernsFirst point of escalation for issues (related to AOCC operations, data management and airport demand) with accountability for documentation and transparency with managementTo work within shift rota to cover 7 day/week 24 hours/day including statutory holiday periods.Adhoc adjustments to daily operations design through changes in the roster to ensure the team cover the workload and so that Serco have visibility on changes to deployed personnel.Seek approval from the Rostering and Scheduling manager for major alterations.Providing designated training and guidance on systems and processes to new personnel.To provide cover for colleagues as and when need arises (illness/holidays etc.).To undertake training and be an active Team Member of both Serco and Abu Dhabi Airports.Carry out all other duties as directed by the line management to the benefit of the Serco and services to the Client.Specific requirementsUp to 5 years experience within airport operations environmentA minimum of 2 years work experience as data analyst, system analyst, business analyst or as an information analystPrevious experience of performance analysis, management, reporting and attributionUp to 2 years supervisory or team leader experience.Proven experience in the use of customer service, tracking or rostering or similar systems