Command Center Administrator-UAE Nationals Only

Etihad Aviation Group
Abu Dhabi
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceExperience: 2-5 yearsEducation: bachelorsSkills: ["Root cause analysis","Data analysis","Stakeholder communication","Dashboard management","Process improvement"]

Monitor and analyze outsourced contact center partner performance across vendor locations, serving as the single source of truth for key operational metrics. Measure SLA and service level achievement, investigate root causes for SLA misses, and deliver frequent executive reporting. Build and maintain dashboards in Power BI and other tools, perform trend and customer behavior analysis (AHT, FCR, CSAT, NPS), and produce vendor scorecards to drive corrective actions and continuous improvement.

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Etihad Aviation Group
Etihad Aviation Group
4 days ago

Command Center Administrator-UAE Nationals Only

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Monitor and analyze outsourced contact center partner performance across vendor locations, serving as the single source of truth for key operational metrics. Measure SLA and service level achievement, investigate root causes for SLA misses, and deliver frequent executive reporting. Build and maintain dashboards in Power BI and other tools, perform trend and customer behavior analysis (AHT, FCR, CSAT, NPS), and produce vendor scorecards to drive corrective actions and continuous improvement.
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 metrics, identify performance gaps, and drive vendors to meet interval commitments and SLA targets.
  • •Investigate SLA misses and operational challenges, providing corrective insights.
  • •Build executive dashboards using Power BI and tools including NICE CXone and Dynamics 365.
  • •Deliver hourly/daily/weekly/monthly operational reports and produce vendor scorecards; analyze trends and customer behavior to support continuous improvement.

Key Requirements

  • •Bachelor’s degree.
  • •2–5 years of experience in contact center reporting, performance analytics, workforce management, and business intelligence.
  • •Advanced Excel skills, including Power Query and Power Pivot.
  • •Experience building executive dashboards and delivering operational reporting cadence across hourly/daily/weekly/monthly cycles.
  • •Knowledge of workforce management systems such as IEX, Verint, or Aspect.
Experience:2-5 yearsContact center reportingPerformance analyticsWorkforce managementBusiness intelligence
Education:Bachelor's
Skills:Root cause analysisData analysisStakeholder communicationDashboard managementProcess improvement
Languages:English (UK)
Tech Stack:Power BIMicrosoft ExcelPower QueryPower PivotVBANICE CXoneDynamics 365IEXVerintAspect

Eligibility

Nationality:UAE National

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
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