Performance & Reporting Analyst – Command Center

About the role

The Performance & Reporting Analyst will serve as the single source of truth for all operational metrics of Etihad's outsourced contact centre partners. You will turn data into actionable insights that drive service‑level achievement and enhance the customer experience.

Key responsibilities

• Track daily, weekly and monthly performance across all vendor locations.
• Measure key indicators, identify gaps and push vendors to meet SLA targets.
• Investigate SLA misses, perform root‑cause analysis and recommend corrective actions.
• Build and maintain executive dashboards using Power BI, NICE CXone, Dynamics 365 and other tools.
• Deliver hourly, daily, weekly and monthly operational reports to stakeholders.
• Analyse trends in AHT, FCR, CSAT, NPS and provide customer‑behaviour insights.
• Create vendor scorecards, benchmark performance and monitor corrective‑action plans.

Required profile

• Bachelor’s degree.
• 2–5 years of experience in contact‑center reporting, performance analytics, workforce management or business intelligence.

Required skills

• Power BI.
• Advanced Microsoft Excel (Power Query, Power Pivot, VBA).
• Workforce Management systems such as IEX, Verint, Aspect.
• Familiarity with NICE CXone, Dynamics 365.

What we offer

• Opportunity to work for the UAE’s national airline and contribute to its Journey 2030 vision.
• Collaborative environment with exposure to global aviation operations.