Command Center Performance Analyst

Etihad Airways

Abu Dhabi

On-site

AED 90,000 - 130,000

Full time

6 days ago

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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.