Command Center Administrator

Job Overview

The Performance & Reporting Analyst plays a crucial role in supervising and analyzing the operational output of outsourced contact center partners. This role is dedicated to delivering actionable intelligence by managing data analysis, dashboards, and performance reporting, thereby facilitating the attainment of service levels, enhancing customer experience, and aiding operational decisions. The analyst serves as the definitive source for all contact center performance metrics, assisting leadership with timely and accurate business insights.

Key Responsibilities

• Oversee daily, weekly, and monthly performance metrics of contact centers at all vendor locations.
• Monitor key operational indicators to uncover gaps in performance.
• Ensure vendors meet interval-level target numbers and comply with Service Level Agreements (SLA).
• Conduct root cause analyses for SLA shortfalls and operational issues.
• Create executive dashboards utilizing tools such as Power BI, NICE CXone, Dynamics 365.
• Produce operational reports on an hourly, daily, weekly, and monthly basis.
• Perform trend analysis on parameters including customer contacts, service levels, Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
• Generate insights into call drivers and customer behavior patterns.
• Develop vendor scorecards and conduct benchmarking reports.
• Compare vendors' performances across different locations, channels, and markets.
• Monitor corrective actions and track initiatives aimed at performance enhancement.
• Analyze customer behavior and contact trends across call, chat, email, and social media platforms.
• Identify repeat contact instances and pinpoint process failure spots.
• Recommend improvements related to self-service options, automation, and process optimization.

Qualifications & Experience

• A Bachelor's degree is required.
• Between 2 to 5 years of practical experience in contact center reporting, performance analytics, workforce management, and business intelligence.

Technical Expertise

• Proficiency in Power BI.
• Advanced knowledge of Microsoft Excel, including Power Query and Power Pivot.
• VBA skills are preferred.
• Experience with Workforce Management Systems such as IEX, Verint, and Aspect.

Additional Information

Etihad Airways is not just the flag carrier of the UAE but also a pioneer in global aviation. Operating from Abu Dhabi, the airline connects continents and cultures while ambitiously pursuing its "Journey 2030" goal to double its fleet, broaden its network, and grow its workforce to achieve a new level of excellence. Join the team to be part of this vision where your workplace is global and extraordinary experiences take flight.

Recruitment Notice

Candidates should watch out for fraudulent recruitment offers claiming to represent the Etihad group. The company never requests personal data, bank information, or payment during hiring. Official interviews are conducted face-to-face or through video/telephone prior to any formal offer. Any solicitation for money should be treated as a scam.