JOB DESCRIPTION
EMIRATES
Job Title :
Department :
6910.DATA ANALYSIS
SUPPORT OFFICER (EK
CC)
Job Number :
Grade :
6910
EK.07
06-Feb-2026 11:08:43
Reports To (Title) :
Last Updated on :
Revenue and Analytics
Manager
Reports To (Job No) :
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.
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

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:
Safety Sensitive Role:
No
Leadership Role:
Yes
CRITICAL COMPETENCIES (MAXIMUM OF 6)
Competencies
Level
Providing Direction
Developing Talent
Drive
3 - Supervisor
3 - Supervisor
3 - Supervisor
3 - Supervisor
3 - Supervisor
Delivering
Engaging Others
DEPARTMENT VALUES
ANNEX I: OBJECTIVES AND RELATED FINANCIAL DETAILS
Indirectly supports the global Contact Centres in achieving the annual revenue target of AED 5.6
billion by ensuring accurate and timely reporting. This enables data-driven decision-making,
identifies growth opportunities, and helps recognise and reward employee contributions.
ANNEX II: ORGANISATION CHART FROM THE ORGANISATION CHARTS MANUAL(OCM)

Dnata

Open Positions

Data Analytics Support Officer