Command Center Administrator (UAE Nationals Only)

About the role

The Performance & Reporting Analyst will act as the single source of truth for operational metrics across Etihad's outsourced contact centre partners. Based in Abu Dhabi, you will deliver actionable insights through data analysis, dashboard creation and regular reporting to support service‑level achievement and customer experience improvement.

Key responsibilities

• Track daily, weekly and monthly contact‑centre performance across all vendor locations.
• Measure key operational indicators, identify gaps and drive vendors to meet SLA commitments.
• Investigate SLA misses, perform root‑cause analysis and provide corrective recommendations.
• Build and maintain executive dashboards using Power BI, NICE CXone, Dynamics 365 and other tools.
• Produce hourly, daily, weekly and monthly operational reports for stakeholders.
• Analyse trends in contacts, AHT, FCR, CSAT and NPS and translate findings into improvement actions.
• Generate 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.
• Strong analytical mindset with the ability to turn data into clear business insights.

Required skills

• Power BI.
• Advanced Microsoft Excel (Power Query, Power Pivot).
• VBA (preferred).
• Experience with Workforce Management systems such as IEX, Verint or Aspect.
• Familiarity with NICE CXone and Dynamics 365 is a plus.