Command Center Administrator-UAE Nationals Only
Job role insights
Date posted
November 12, 2026
Hiring location
Abu Dhabi
Qualification
Bachelor's degree
Experience
2-5 Years
Gender
Any
Description
The Command Center Administrator role focuses on operational performance analysis and reporting for outsourced contact-centre partners. It monitors service levels, analyses performance trends and provides reliable reporting to support operational decisions. The position maintains dashboards, investigates performance gaps and benchmarks vendor results, helping leaders improve customer experience, service efficiency and adherence to agreed commitments.
Key Responsibilities
- Track daily, weekly and monthly contact-centre performance across vendor locations.
- Measure key indicators, identify gaps and support vendors in meeting interval and service-level targets.
- Investigate missed service levels and operational issues and recommend corrective actions.
- Build and maintain dashboards using Power BI, NICE CXone, Dynamics 365 and other reporting tools.
- Deliver hourly, daily, weekly and monthly reports covering service levels, AHT, FCR, CSAT and NPS.
- Analyse customer contact drivers, repeat contacts and vendor performance and track improvement plans.
Requirements and Qualifications
- The vacancy is identified for UAE Nationals.
- A bachelor’s degree is required.
- Two to five years of experience in contact-centre reporting, performance analytics, workforce management or business intelligence.
- Technical skills should include Power BI, advanced Excel, Power Query and Power Pivot; VBA is preferred, as is experience with IEX, Verint or Aspect.
Skills and Competencies
Strong analytical ability, reporting accuracy and attention to operational detail are essential. Candidates should be able to explain trends clearly, maintain dashboards and work with multiple vendor teams to improve performance.
Employment Details
This is a full-time position within Operations & Guest Experience. The role provides a single source of operational performance information and supports management with timely business intelligence and vendor benchmarking.
Skills
select-type
Full Time
Interested in this job?
45 days left to apply
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