Command Center Administrator-UAE Nationals Only

Etihad Airways; Abu Dhabi; On-site; AED 90,000 - 130,000; Full time

Job summary

Etihad Airways in Abu Dhabi is seeking a Command Center Administrator (UAE Nationals Only) to monitor outsourced contact center performance and report on operational metrics. You will be the single source of truth for analytics, delivering insights through dashboards and reports to support service level achievement and customer experience improvements.

Ideal candidates have 2-5 years in contact center reporting or BI, with strong Power BI, Excel, and related tools proficiency.

Qualifications

• 2-5 years of experience in contact center reporting, performance analytics, or business intelligence.

Responsibilities

• Performance Monitoring: Track daily, weekly, and monthly contact center performance across all vendor locations.
• Operational Metrics: Measure key indicators, identify performance gaps, and drive vendors to meet SLA targets.
• Root Cause Analysis: Investigate SLA misses and operational challenges, providing corrective insights.
• Dashboard Development: Build executive dashboards using Power BI, NICE CXone, Dynamics 365, and other reporting tools.
• Reporting Cadence: Deliver hourly, daily, weekly, and monthly operational reports to stakeholders.
• Trend Analysis: Provide insights on customer contacts, service levels, AHT, FCR, CSAT, and NPS.
• Customer Behaviour Insights: Analyze call drivers, repeat contacts, and process failure points to identify improvement opportunities.
• Vendor Benchmarking: Produce vendor scorecards, compare performance across locations, channels, and markets, and track corrective action plans.

Skills

Power BI

Microsoft Excel (Advanced)

Power Query

Power Pivot

VBA (Preferred)

Tools

NICE CXone

Dynamics 365

Job description

Command Center Administrator-UAE Nationals Only

• Full-time
• Division: Operations & Guest Experience

The Performance & Reporting Analyst is responsible for monitoring, analyzing, and reporting the operational performance of outsourced contact center partners. Acting as the single source of truth for all performance metrics, the role delivers actionable insights through data analysis, dashboard management, and reporting. By enabling service level achievement and customer experience improvement, the analyst supports leadership with timely, accurate, and insightful business intelligence.

Key Accountabilities

Performance Monitoring Track daily, weekly, and monthly contact center performance across all vendor locations.

Operational Metrics Measure key indicators, identify performance gaps, and drive vendors to meet interval-level commitments and SLA targets.

Root Cause Analysis Investigate SLA misses and operational challenges, providing corrective insights.

Dashboard Development Build executive dashboards using Power BI, NICE CXone, Dynamics 365, and other reporting tools.

Reporting Cadence Deliver hourly, daily, weekly, and monthly operational reports to stakeholders.

Trend Analysis Provide insights on customer contacts, service levels, AHT, FCR, CSAT, and NPS.

Customer Behaviour Insights Analyze call drivers, repeat contacts, and process failure points to identify improvement opportunities.

Vendor Benchmarking Produce vendor scorecards, compare performance across locations, channels, and markets, and track corrective action plans.

Process Improvement

Experience

• 2-5 years of experience in contact center reporting, performance analytics, workforce management, and business intelligence.

Technical Skills

• Power BI
• Microsoft Excel (Advanced)
  • Power Query
  • Power Pivot
  • VBA (Preferred)

Etihad Airways is more than the UAE's national airline - we're shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our 'Journey 2030' ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.