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 workplace.
- 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:

📌 Data analysis support officer (Bengaluru)
🏢 dnata Travel Group
📍 Bengaluru