Performance Analytics Lead - Dashboards & SLA Insights

Etihad; Abu Dhabi; On-site; AED 180,000 - 300,000; Full time

Job summary

Etihad Airways in Abu Dhabi is seeking a Performance & Reporting Analyst to monitor, analyze, and report the operational performance of outsourced contact center partners. You will serve as the single source of truth for performance metrics, delivering insights through dashboards and regular reports to leadership.

The role requires 2–5 years in contact center analytics, a Bachelor’s degree, and strong Power BI and advanced Excel skills. Experience with IEX, Verint, and Aspect is a plus.

Qualifications

• 2–5 years of experience in contact center reporting, performance analytics, workforce management, and business intelligence.
• Power BI and advanced Excel skills required.
• Experience with Power Query, Power Pivot, VBA preferred.
• Familiarity with IEX, Verint, Aspect WFM systems.

Responsibilities

• Monitor daily, weekly, and monthly contact center performance across all vendor locations.
• Measure key indicators, identify performance gaps, and drive vendors to meet interval-level commitments and SLA targets.
• Investigate SLA misses and provide corrective insights.
• Build executive dashboards using Power BI, NICE CXone, Dynamics 365, and other reporting tools.
• Deliver hourly, daily, weekly, and monthly operational reports to stakeholders.
• Provide insights on customer contacts, service levels, AHT, FCR, CSAT, and NPS.
• Analyze call drivers, repeat contacts, and process failure points to identify improvement opportunities.
• Produce vendor scorecards, compare performance across locations, channels, and markets, and track corrective action plans.
• Drive process improvement.

Skills

Power BI

Advanced Excel

Power Query

Power Pivot

VBA

IEX

Verint

Aspect

Education

Bachelor’s degree

Tools

IEX

Verint

Aspect

Job description

Etihad Airways in Abu Dhabi is seeking a Performance & Reporting Analyst to monitor, analyze, and report the operational performance of outsourced contact center partners. You will serve as the single source of truth for performance metrics, delivering insights through dashboards and regular reports to leadership.

The role requires 2–5 years in contact center analytics, a Bachelor’s degree, and strong Power BI and advanced Excel skills. Experience with IEX, Verint, and Aspect is a plus.