Job Description

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

Qualifications

• 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)

Additional Information

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.