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Disruption Control Centre Agent (Student position)

Last updated: 2019-05-31
Valid to: 2019-06-28
Job Role:
Maintenance Repair Operations, Other
Not specified
Job description

Purpose of the position:

As a part of the 24/7 Operations Control Center, acting as a customer champion, the Disruption Control Centre Agent will play a key role at the time of disruptions as a point of contact to all airports, acting as a bridge between the Operations Control Center, Airport Ground Handling Agents and Ground Operations Managers and Customer Service and Call Centers. When the operations running normal, the Disruption Control Centre Agent is supporting Wizz Air Customer Services, OCC and Ground Operations teams by proactively monitoring daily traffic and controlling Customer Services and Ground Handling related matters.


  • Disruption Management
  • Communication and follow up in case of flight disruptions, including initial notifications, verification of communication towards passengers and follow up on service recovery procedures, based on EU261 regulations
  • Building up folders per each and all disruption case with all kind of records, telephone or other communications, SITA, mail or other messages and all evidences about disrupted passengers , aircraft and crew management
  • Assisting OCC Duty Managers with decision making in case of disruptions
  • Assisting Call Centre with drafting communications for passengers in case of disruptions
  • Communication with crew and ground handler in case of disruptions, following up on service recovery real-time
  • Controlling and solving DCS related issues on the spot (sending missing Passenger Name Lists, changing lids, etc.)
  • Communication about operational limitations
  • General Ops tasks (out of Disruption times)
  • On time monitoring of operational messages and delay codes, follow up with non-complying stations
  • Correcting improper delay codes on daily bases
  • Dealing with ad-hoc Inadmissible Passenger cases, UK Home Office calls
  • Complying records on Ground Handler non-compliance cases in order to assist with SLA follow-up
  • General administration and reporting duties

  • Active university/college student status in Hungary
  • Ability to work in 12-hour shifts (7:00-19:00, 19:00-7:00) including weekends, maximum 15-16 days/month
  • Excellent communication and organization skills
  • Excellent English
  • MS Office skills
  • Flexible approach and ability to remain diplomatic
  • Ability to work under pressure
  • Knowledge of Newskies, AIMS and SITA systems is an advantage
  • Experience within airport/ground handling operations, preferably from the passenger handling side is an advantage