Command Center Administrator-UAE Nationals Only

Responsibilities

• Track daily, weekly, and monthly contact center performance across all vendor locations
• Measure key indicators, identify performance gaps, and drive vendors to meet interval-level commitments and SLA targets
• Investigate SLA misses and operational challenges, providing corrective insights
• Build executive dashboards using Power BI, NICE CXone, Dynamics 365, and other reporting tools
• Deliver hourly, daily, weekly, and monthly operational reports to stakeholders
• Provide insights on customer contacts, service levels, AHT, FCR, CSAT, and NPS
• Analyze call drivers, repeat contacts, and process failure points to identify improvement opportunities
• Produce vendor scorecards, compare performance across locations, channels, and markets, and track corrective action plans

Requirements

• Bachelor's degree
• 2-5 years of experience in contact center reporting, performance analytics, workforce management, and business intelligence
• Proficiency in Power BI
• Advanced Microsoft Excel (Power Query, Power Pivot, VBA preferred)
• Experience with Workforce Management Systems (IEX, Verint, Aspect)

About the Company

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.