Data analysis support officer

dnata Travel Group; Bengaluru; On-site; INR 800,000 - 1,200,000; Full time

Job summary

dnata Travel Group in Bengaluru seeks a Data Analysis Support Officer to develop and govern the Contact Centre MI and performance analytics. You will set standards, maintain data quality, and deliver scalable insights to guide leadership decisions and resource planning.

You will collaborate with stakeholders to ensure timely, accurate reports and dashboards, working with Snowflake, MicroStrategy, Power BI, SQL, Python, and Genesys Cloud APIs to transform raw data into actionable guidance for the

Qualifications

• Degree or Honours (12+3 or equivalent).
• Experience in Customer Service within a Contact Centre environment.
• Strong MS Excel skills and SQL/Python knowledge.
• Experience with Power BI and MicroStrategy.
• Familiarity with Snowflake and contact centre metrics.

Responsibilities

• Develop, govern, and improve MI and performance analytics for the Contact Centre.
• Set standards, maintain data quality, and conduct audits.
• Provide insights for operational performance and resource planning.
• Collaborate with stakeholders to ensure timely delivery of reports and dashboards.

Skills

Analytical thinking

Stakeholder communication

Problem solving

Education

Bachelor's degree or Honours (12+3 or equivalent)

Tools

Snowflake

MicroStrategy

Power BI

SQL

Python

Genesys Cloud APIs

MS Excel

Job description

JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS (MAXIMUM OF 10)

Work with leadership roles to determine Contact Centre reporting strategy and governance (requirements,

KPIs, definitions, standards, cadence, commentary, and distribution framework).

Design and continuously improve MI products, including new dashboards, reports, automations, and

standardisation that add value to the operations. Ensure quarterly reviews and rationalisation of existing

reports to confirm they remain fit for purpose.

Deliver analytical insights and recommendations (trend analysis, performance commentary) for daily,

weekly, and monthly reports, ensuring outputs produced by the MI team meet agreed standards and

timelines.

Oversee data quality and integrity controls and governance standards and conduct periodic audits to

ensure databases and information resources are accurate, secure, and accessible.

Analyse and interpret all Contact Centre metrics and revenue data using Excel, Structured Query

Language (SQL), Python, MicroStrategy, Workforce Management (WFM) / Workforce Engagement

Management (WEM), Power BI and other MI databases/systems.

Proactively engage with internal and external stakeholders (e.g., EDA, IT suppliers etc.,) to ensure that all

IT projects and system enhancements are implemented successfully and aligned with the management

Collaborate with team members to ensure timely, accurate delivery of all scheduled reports and

dashboards, and that department expectations are met.

MINIMUM QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS

Job Title :

Job Number :

Reports To (Title) :

Reports To (Job No) :

Department :

6910

Revenue and Analytics

Manager

Grade : EK.07

6910.DATA ANALYSIS

SUPPORT OFFICER (EK

CC)

JOB PURPOSE

Develop, govern, and improve the Contact Centre Management Information (MI) and performance

analytics to ensure accurate, timely reporting for leadership decisions. Set standards, maintain data

quality, and deliver scalable solutions. Provide insights and recommendations for operational

performance and resource planning. Work closely with stakeholders to support report production and data

maintenance.

Qualifications:

Degree or Honours (12+3 or equivalent)

Experience :

Customer Service.Call Centre

Knowledge/Skills:

- 2+ yrs experience in Customer Service within a Contact Centre environment.

- Hands-on experience with Contact Centre Metrics, Snowflake, MicroStrategy, and Power BI with

exposure to programming / scripting and Machine Learning

- Strong understanding of Emirates revenue reporting systems and ability to transform raw data into

actionable reports for Contact Centre management.

- Advanced knowledge in MS Excel, with strong working knowledge of SQL, and Python.

- Knowledge of Genesys Cloud architecture and Application Programming Interfaces (APIs).