1 месяц назад
Command Center Administrator-UAE Nationals Only
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Command Center Administrator-UAE Nationals Only (Contact Center Performance Analytics): Monitoring, analyzing, and reporting outsourced contact center performance in Abu Dhabi with an accent on SLA tracking, operational metrics, dashboards, and vendor benchmarking. Focus on investigating service-level misses, analyzing customer contact behavior, and delivering reports through Power BI, NICE CXone, Dynamics 365, and related reporting tools.
Location: Abu Dhabi, United Arab Emirates; UAE nationals only
Company
is the UAE’s national airline, connecting people across continents from its Abu Dhabi hub.
What you will do
- Monitor daily, weekly, and monthly performance across outsourced contact center vendor locations.
- Measure operational indicators, identify performance gaps, and track service-level and SLA commitments.
- Investigate SLA misses and operational challenges through root cause analysis.
- Build executive dashboards using Power BI, NICE CXone, Dynamics 365, and other reporting tools.
- Produce hourly, daily, weekly, and monthly operational reports for stakeholders.
- Analyze customer contacts, service levels, AHT, FCR, CSAT, NPS, call drivers, repeat contacts, and process failure points.
Requirements
- UAE nationality is required.
- Bachelor’s degree.
- 2–5 years of experience in contact center reporting, performance analytics, workforce management, and business intelligence.
- Advanced Microsoft Excel skills, including Power Query and Power Pivot.
- Experience with Power BI and workforce management systems such as IEX, Verint, or Aspect.
Nice to have
- VBA experience.
- Experience producing vendor scorecards and tracking corrective action plans.
Culture & Benefits
- Full-time role within the Operations & Guest Experience division.
- Opportunity to contribute to ’ Journey 2030 aviation growth strategy.
- Work within a global aviation organization connecting people across continents and cultures.
Hiring process
- Interviews are conducted face-to-face or via video or telephone before a formal offer.
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