Command Center Administrator-UAE Nationals Only

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)

Monitor daily, weekly, and monthly contact center performance across vendor locations; measure operational metrics and identify performance gaps to drive SLA attainment; conduct root cause analysis of SLA misses; build and maintain executive dashboards using Power BI, NICE CXone, Dynamics 365, and other tools; deliver hourly, daily, weekly, and monthly operational reports to stakeholders; provide insights on contact volume, service levels, AHT, FCR, CSAT, and NPS; analyze call drivers and process failure points to identify improvement opportunities; benchmark vendors with scorecards and track corrective action plans.