Etihad Aviation Group

2 days ago

Command Center Administrator

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Monitor and analyze outsourced contact center performance across vendor locations, acting as the single source of truth for key metrics. Build and manage executive dashboards and deliver hourly, daily, weekly, and monthly operational reports. Perform root-cause analysis on SLA misses and deliver insights on service levels and customer experience indicators (AHT, FCR, CSAT, NPS) to support vendor improvement plans and leadership reporting.

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Mid level

Key Responsibilities

•Track daily, weekly, and monthly contact center performance across vendor locations.
•Measure operational KPIs, identify performance gaps, and support vendors to meet SLA targets.
•Investigate SLA misses and operational challenges to provide corrective insights.
•Build executive dashboards using Power BI, NICE CXone, Dynamics 365, and other reporting tools.
•Deliver recurring hourly, daily, weekly, and monthly operational reports and analyze trends in customer contacts, service levels, AHT, FCR, CSAT, and NPS.

Key Requirements

•Bachelor’s degree.
•2–5 years of experience in contact center reporting, performance analytics, workforce management, and business intelligence.
•Experience monitoring and analyzing contact center operational metrics and identifying performance gaps.
•Advanced Power BI skills for dashboard development and reporting.
•Advanced Microsoft Excel skills (including Power Query and Power Pivot) and experience with workforce management systems (IEX, Verint, Aspect).

Experience:2-5 yearsContact center reportingPerformance analyticsWorkforce managementBusiness intelligence

Education:Bachelor's

Languages:English (UK)

Tech Stack:Power BIMicrosoft ExcelPower QueryPower PivotVBANICE CXoneDynamics 365Workforce Management SystemsIEXVerintAspect

Company Brief

Etihad Aviation Group

Etihad Aviation Group (Etihad Airways) is the national airline of the UAE, operating passenger and cargo services worldwide from Abu Dhabi and providing aviation-related services across hospitality, maintenance and cargo sectors.

Industry: Airlines

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Government Funded

Headquarters: Abu Dhabi, United Arab Emirates

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor

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Etihad Aviation Group

2 days ago

Command Center Administrator

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: Abu Dhabi

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Mid level

Key Responsibilities

•Track daily, weekly, and monthly contact center performance across vendor locations.
•Measure operational KPIs, identify performance gaps, and support vendors to meet SLA targets.
•Investigate SLA misses and operational challenges to provide corrective insights.
•Build executive dashboards using Power BI, NICE CXone, Dynamics 365, and other reporting tools.
•Deliver recurring hourly, daily, weekly, and monthly operational reports and analyze trends in customer contacts, service levels, AHT, FCR, CSAT, and NPS.

Key Requirements

•Bachelor’s degree.
•2–5 years of experience in contact center reporting, performance analytics, workforce management, and business intelligence.
•Experience monitoring and analyzing contact center operational metrics and identifying performance gaps.
•Advanced Power BI skills for dashboard development and reporting.
•Advanced Microsoft Excel skills (including Power Query and Power Pivot) and experience with workforce management systems (IEX, Verint, Aspect).

Experience:2-5 yearsContact center reportingPerformance analyticsWorkforce managementBusiness intelligence

Education:Bachelor's

Languages:English (UK)

Tech Stack:Power BIMicrosoft ExcelPower QueryPower PivotVBANICE CXoneDynamics 365Workforce Management SystemsIEXVerintAspect

Company Brief

Etihad Aviation Group

Industry: Airlines

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Funding: Government Funded

Headquarters: Abu Dhabi, United Arab Emirates

Founded: 2003

Glassdoor: 3.6

Website LinkedIn Glassdoor