Data analysis support officer

JOB DESCRIPTION EMIRATES

JOB 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, and

standardisation that add value to the operations. Ensure quarterly reviews and rationalisation of existing

reports 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 and

timelines.

Oversee data quality and integrity controls and governance standards and conduct periodic audits to

ensure databases and information resources are accurate, secure, and accessible.

Analyse and interpret all Contact Centre metrics and revenue data using Excel, Structured Query

Language (SQL), Python, MicroStrategy, Workforce Management (WFM) / Workforce Engagement

Management (WEM), Power BI and other MI databases/systems.

Proactively engage with internal and external stakeholders (e.g., EDA, IT suppliers etc.,) to ensure that all

IT projects and system enhancements are implemented successfully and aligned with the management

team expectations.

Collaborate with team members to ensure timely, accurate delivery of all scheduled reports and

dashboards, and that department expectations are met.

MINIMUM QUALIFICATIONS/EXPERIENCE/KNOWLEDGE/SKILLS

Job Title :

Job Number :

Reports To (Title) :

Reports To (Job No) :

Department :

6910

Revenue and Analytics

Manager

Grade : EK.07

6910.DATA ANALYSIS

SUPPORT OFFICER (EK

CC)

JOB PURPOSE

Develop, govern, and improve the Contact Centre Management Information (MI) and performance

analytics to ensure accurate, timely reporting for leadership decisions. Set standards, maintain data

quality, and deliver scalable solutions. Provide insights and recommendations for operational

performance and resource planning. Work closely with stakeholders to support report production and data

maintenance.

Qualifications:

Degree or Honours (12+3 or equivalent)

Experience :

Customer Service.Call Centre

Knowledge/Skills:

- 2+ yrs experience in Customer Service within a Contact Centre environment.

- Hands-on experience with Contact Centre Metrics, Snowflake, MicroStrategy, and Power BI with

exposure to programming / scripting and Machine Learning

- Strong understanding of Emirates revenue reporting systems and ability to transform raw data into

actionable 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: