وصف الوظيفة
Role Overview
Command Center Administrator for Etihad Airways, located in the UAE. This role is open to UAE Nationals only.
Company Overview
Etihad Airways is the UAE's national airline, operating from its hub in Abu Dhabi. The airline connects people across continents and cultures and is pursuing its "Journey 2030" ambition to double its fleet, expand its network, and grow its people for a new era of excellence.
Role Purpose
Monitor, analyze, and report on the operational performance of outsourced contact center partners. Act as the single source of truth for all performance metrics, delivering actionable insights through data analysis, dashboard management, and reporting. Enable service level achievement and customer experience improvement by supporting leadership with timely, accurate, and insightful business intelligence.
Key Responsibilities
Performance Monitoring
- Track daily, weekly, and monthly contact center performance across all vendor locations.
Operational Metrics
- Measure key indicators and identify performance gaps.
- Drive vendors to meet interval-level commitments and Service Level Agreement (SLA) targets.
Root Cause Analysis
- Investigate SLA misses and operational challenges.
- Provide corrective insights to address performance issues.
Dashboard Development
- Build executive dashboards using Power BI, NICE CXone, Dynamics 365, and other reporting tools.
Reporting
- Deliver hourly, daily, weekly, and monthly operational reports to stakeholders.
Trend Analysis
- Provide insights on customer contacts, service levels, Average Handle Time (AHT), First Contact Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS).
Customer Behavior Insights
- Analyze call drivers, repeat contacts, and process failure points.
- Identify improvement opportunities based on behavioral data.
Vendor Benchmarking
- Produce vendor scorecards and compare performance across locations, channels, and markets.
- Track corrective action plans.
Process Improvement
- Support continuous improvement initiatives based on performance data.
Qualifications & Experience
- Bachelor's degree.
- 2–5 years of experience in contact center reporting, performance analytics, workforce management, and business intelligence.
Skills & Competencies
- Power BI.
- Microsoft Excel (Advanced level).
- Power Query.
- Power Pivot.
- VBA (Preferred).
- Workforce Management Systems (IEX, Verint, Aspect).
Additional Information
- UAE Nationals only.