Job Description

Job Title:
Attendant Call Centre/
Announcer

Group:
Operations

Department/Division:
Planning & Monitoring

Reports To (Title):
AOCC Controller Systems
and Data

Department and Job

Number:

Evaluated Grade:
DA-10

Line Manager Name:

Signature:

Date:

Job Holder Name:

Signature:

Date:

1.
Job Purpose
(Explain in two or three sentences the main purpose of the job and why the job exists and how it
contributes to the departmental end results)
To handle internal and external calls related to the AOCC, prioritising correctly to ensure the
operation runs smoothly, as well making all PA announcements, as and when required..
2.
Minimum Qualifications/Education/Experience/Training/Knowledge
(Indicate the minimum recruitment specification and also the ideal person specification for fully
satisfactory job performance)
Qualifications and Education:
Evidence of administrative training would be an advantage, but not essential.

Strong demonstrable skills in organisational and attention to detail,

the ability to plan your own work, work on your own initiative and meet deadlines,
the ability to manage pressure and conflicting demands and prioritise tasks and
workload,
oral communication skills,
Exceptional customer service skills

Experience:
1-2 years customer facing experience, preferably in a call centre/ announcement
capacity.
Experience working in an aviation environment would be preferential.
Training:
Developmental training is required in any area for professional development and/or mandatory purposes
Knowledge:

Knowledge of aviation processes, and methodologies would be an advantage, but not

necessary.

Ability to demonstrate a range of stakeholder engagement techniques to facilitate

the provision of call centre and announcement requirements
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Job Description

Fluent in written and spoken English and Arabic

Customer Service orientated

3.
Job Accountabilities and Current Objectives
(Explain in not more than six to eight points the principal accountabilities that the job must achieve, and
for each accountability explain what is done, and show the objective end result for the current financial
year)

JOB ACCOUNTABILITY AREA

(WHAT IS DONE, TO WHAT, AND WHY)

WEIGHTING (%)
(MUST ADD UP TO
100%)

Call Handling
Answer and filter all incoming internal and external calls directed
to the AOCC,
Prioritise calls correctly to ensure the operation runs
smoothly
Answer and filter all incoming internal and external calls not
redirected by IVR

50%

2.

PA Announcements
As and when required, handle all PA announcements

30%

3.

Communication
Liaise with relevant internal and external stakeholders to ensure
calls are directed correctly and in a timely manner

20%

1.

100%
4.
Communication and Working Relationships
(Explain the people and levels and reasons both within and outside the organization with which this job
has to interact)

The job holder must maintain close contact with a wide range of internal and external
stakeholders
Regular interactions with colleagues within the AOCC pertaining to calls and announcements

5.
Key Dimensions and Related Job Results
(Specify annual dimensions for any financial or budget responsibilities, and the nature and value of any
transactions on which the job has an impact or contribution, and the number of employees reporting
directly and indirectly to this job, and any other critical relevant dimensions)
0 Budgetary Responsibilities
0 Direct Reports
6.

Operating Environment

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Job Description

(Comment on any specific factors that affect the job and how the job is performed, such as special
conditions, travel, work pressure, etc)
The job holder will mostly work in an office environment. He/she will have the ability to withstand stress,
adapt priorities, and respond rapidly. The nature of this role may require some working in an operational
environment.
7.
Key Competencies
(Select the critical competencies and behaviours that should be demonstrated to achieve fully satisfactory
performance)

Competency rating

Weighting (%)
(Must add up to 100%)

Adaptability & Innovation

Delivering Results
Teamwork
Effective communication

3
4
3
3

15%
10%
20%
30%

Interpersonal ability
Attention to detail & quality

4
4

10%
15%

Critical competences

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Job Description

This job description is subject to change

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