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Command Center Administrator-UAE Nationals Only

Etihad Airways

For international applicants

Visa

Existing right to work required

The posting accepts only candidates who already have the right to work, such as citizenship or a work permit, and doesn’t offer sponsorship.

“Command Center Administrator-UAE Nationals Only”

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About the employer

Etihad AirwaysIdentity not reviewed by Expat JobsCompany page

🇦🇪 Working in UAE

Possible country route: Employer-sponsored work residence / Golden Visa. Standard employment residence is applied for by the employer. Golden Visa is a separate long-term route with category-specific eligibility; it is not included in every relocation offer.

Depends on the emirate, entry permit, work permit, medical checks and residence issuance. Confirm a dated plan with the employer and issuing authority.

What to check before applying
  1. Confirm the employment route. Ask which authority handles the work permit and residence.
  2. Verify costs and offer. For standard overseas hiring, official guidance assigns recruitment and residence processing costs to the employer.
  3. Complete arrival formalities. Follow the medical and Emirates ID instructions for your route.
Official immigration guidance ↗

Reviewed 2026-10-14. Country routes are context, not a confirmation that this vacancy or your passport qualifies.

Description (EN)

The Performance & Reporting Analyst is responsible for monitoring, analyzing, and reporting the operational performance of outsourced contact center partners. Acting as the single source of truth for all performance metrics, the role delivers actionable insights through data analysis, dashboard management, and reporting. By enabling service level achievement and customer experience improvement, the analyst supports leadership with timely, accurate, and insightful business intelligence.

Key Accountabilities

  • Performance Monitoring Track daily, weekly, and monthly contact center performance across all vendor locations.

  • Operational Metrics Measure key indicators, identify performance gaps, and drive vendors to meet interval-level commitments and SLA targets.

  • Root Cause Analysis Investigate SLA misses and operational challenges, providing corrective insights.

  • Dashboard Development Build executive dashboards using Power BI, NICE CXone, Dynamics 365, and other reporting tools.

  • Reporting Cadence Deliver hourly, daily, weekly, and monthly operational reports to stakeholders.

  • Trend Analysis Provide insights on customer contacts, service levels, AHT, FCR, CSAT, and NPS.

  • Customer Behaviour Insights Analyze call drivers, repeat contacts, and process failure points to identify improvement opportunities.

  • Vendor Benchmarking Produce vendor scorecards, compare performance across locations, channels, and markets, and track corrective action plans.

  • Process Improvement

 

  • Bachelor’s degree

Experience

  • 2–5 years of experience in contact center reporting, performance analytics, workforce management, and business intelligence.

Technical Skills

  • Power BI
  • Microsoft Excel (Advanced)
    • Power Query
    • Power Pivot
    • VBA (Preferred)
  • Workforce Management Systems (IEX, Verint, Aspect)

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. Join us and become part of a vision where the world is your workplace and extraordinary experiences take flight.

To learn more visit www.etihad.com

Recruitment Fraud Alert
Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.

📍 Abu Dhabi, UAEOpen in maps ↗

Never pay a recruiter for a job offer or a visa promise. Check the original posting and employer identity before sharing documents. Pay any legitimate government visa fees only through official channels.

Published 51 days ago

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