Command Center Administrator

About the role

The Command Center Administrator (Performance & Reporting Analyst) will serve as the single source of truth for operational performance across Etihad Airways' outsourced contact centre partners. You will turn data into actionable insights that drive service‑level achievement and improve the customer experience.

Key responsibilities

• Track daily, weekly and monthly contact‑centre performance across all vendor locations.
• Measure key operational metrics, identify gaps and push vendors to meet SLA and interval‑level commitments.
• Investigate SLA misses, conduct root‑cause analysis and recommend corrective actions.
• Build and maintain executive dashboards using Power BI, NICE CXone, Dynamics 365 and other reporting tools.
• Produce hourly, daily, weekly and monthly reports for stakeholders.
• Analyse trends in contacts, AHT, FCR, CSAT and NPS and provide improvement recommendations.
• Create vendor scorecards, benchmark performance across locations, channels and markets, and track corrective action plans.

Required profile

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

Required skills

• Power BI.
• Microsoft Excel (advanced), Power Query, Power Pivot.
• VBA (preferred).
• NICE CXone.
• Dynamics 365.
• Workforce‑management systems such as IEX, Verint and Aspect.

What we offer

• Opportunity to work for the UAE’s national airline, supporting a global aviation network.
• Exposure to a high‑impact role that influences service quality across multiple markets.