Command Center Administrator

Job Description

The Performance & Reporting Analyst is responsible for monitoring, analyzing, and reporting the operational performance of outsourced contact center partners. The role provides actionable insights through data analysis, dashboard management, and performance reporting to support service level achievement, customer experience improvement, and operational decision-making. The analyst acts as the "single source of truth" for all contact center performance metrics and supports leadership with timely, accurate, and insightful business intelligence.

Accountabilities

• Monitor daily, weekly, and monthly contact center performance across all vendor locations.

• Track key operational metrics and identify performance gaps.

• Drive vendors to manage interval level committed numbers and SLA

• Conduct root cause analysis for SLA misses and operational challenges

• Develop executive dashboards using Power BI, NICE CXone, Dynamics 365, and other reporting tools.

• Deliver hourly, daily, weekly, and monthly operational reports.

• Provide trend analysis on customer contacts, service levels, AHT, FCR, CSAT, and NPS.

• Generate insights into call drivers and customer behaviour trends.

• Produce vendor scorecards and benchmarking reports.

• Compare vendor performance across locations, channels, and markets.

• Track corrective action plans and performance improvement initiatives.

• Analyse customer behaviour and contact trends.

• Analyse call, chat, email, and social media contact drivers.

• Identify repeat contacts and process failure points.

• Provide recommendations for self-service, automation, and process improvements.

• Bachelor’s degree

Experience

• 2–5 years of experience in contact center reporting, performance analytics, workforce management, and business intelligence.

Technical Skills

• Power BI
• Microsoft Excel (Advanced)
  • Power Query
  • Power Pivot
  • VBA (Preferred)
• Workforce Management Systems (IEX, Verint, Aspect)
  
  

Etihad Airways is more than the UAE’s national airline - we’re shaping the future of global aviation. From our hub in Abu Dhabi, we connect people across continents and cultures, while driving our “Journey 2030” ambition to double our fleet, expand our network and grow our people for a new era of excellence. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

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