JOB DESCRIPTION EMIRATESJOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS (MAXIMUM OF 10)Work with leadership roles to determine Contact Centre reporting strategy and governance (requirements,KPIs, definitions, standards, cadence, commentary, and distribution framework).Design and continuously improve MI products, including new dashboards, reports, automations, andstandardisation that add value to the operations. Ensure quarterly reviews and rationalisation of existingreports to confirm they remain fit for purpose.Deliver analytical insights and recommendations (trend analysis, performance commentary) for daily,weekly, and monthly reports, ensuring outputs produced by the MI team meet agreed standards andtimelines.Oversee data quality and integrity controls and governance standards and conduct periodic audits toensure databases and information resources are accurate, secure, and accessible.Analyse and interpret all Contact Centre metrics and revenue data using Excel, Structured QueryLanguage (SQL), Python, MicroStrategy, Workforce Management (WFM) / Workforce EngagementManagement (WEM), Power BI and other MI databases/systems.Proactively engage with internal and external stakeholders (e.g., EDA, IT suppliers etc.,) to ensure that allIT projects and system enhancements are implemented successfully and aligned with the managementteam expectations.Collaborate with team members to ensure timely, accurate delivery of all scheduled reports anddashboards, and that department expectations are met.MINIMUM QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLSJob Title :Job Number :Reports To (Title) :Reports To (Job No) :Department :6910Revenue and AnalyticsManagerGrade : EK.076910.DATA ANALYSISSUPPORT OFFICER (EKCC)JOB PURPOSEDevelop, govern, and improve the Contact Centre Management Information (MI) and performanceanalytics to ensure accurate, timely reporting for leadership decisions. Set standards, maintain dataquality, and deliver scalable solutions. Provide insights and recommendations for operationalperformance and resource planning. Work closely with stakeholders to support report production and datamaintenance.Qualifications:Degree or Honours (12+3 or equivalent)Experience :Customer Service.Call CentreKnowledge/Skills:- 2+ yrs experience in Customer Service within a Contact Centre environment.- Hands-on experience with Contact Centre Metrics, Snowflake, MicroStrategy, and Power BI withexposure to programming / scripting and Machine Learning- Strong understanding of Emirates revenue reporting systems and ability to transform raw data intoactionable reports for Contact Centre management.- Advanced knowledge in MS Excel, with strong working knowledge of SQL, and Python.- Knowledge of Genesys Cloud architecture and Application Programming Interfaces (APIs).Other languages besides English:
Job Title
Data analysis support officer