MIS Analyst

The Responsibilities:

• Develop and distribute Contact Center reporting.
• Modify, revise, and update scorecards, dashboards, Aux/productivity, and other operational needed reports.
• Responsible for data integrity, accuracy of all reporting requirements.
• Work with Workforce leaders, Senior Site managers and Sales leaders to create new or modify existing reporting.
• Analyse data to ensure integrity and structure data to help support or provide business recommendations i.e. Performance Metrics.
• Responsible for collecting and analysing large amounts of data to enable visualisation, insights, and data-driven decision-making insights.
• End to End lifecycle management and maintenance of Dashboards and reports.
• Communicate effectively during the development phase for tool/report implementation.
• Conduct and lead UAT, Troubleshooting and Resolution for database and reporting tool implementation.
• Maintain and update trackers for ongoing programs & projects.
• Assist in automating reports by designing macros.
• Implement and manage cross-functional performance indicators (KPI-s) to deliver related insights, seeking to drive significant impact and value enabled through data-driven decisions across the business.
• Improve data availability by being the liaison between cross-functional teams.
• Partner with the application/delivery team on developing reports/dashboards to feed into daily, weekly, monthly, quarterly, and annual KPI and other dashboards.
• Leverage data and information structure to ensure a single source of information.

Knowledge, Skill Set & Qualifications Required (External):

• 1-3 years of experience with data analysis and preparation, including experience with large data sets.
• Experience in extracting data from CMS and other reporting platforms.
• Strong data analytics and creation of reports.
• Experience in automating tasks/reports that are manual to reduce cycle time and defects.
• Proficient user of Excel, SQL and understanding call centre statistics a must.
• Knowledge in VBA, macros, linked data, pivot chart tools, design tools, Google sheets.
• Experience in developing dashboards and understandable reports and useful visualisation.
• Strong business and collaboration skills and responsiveness to service needs and operational demands.
• Utilisation of data discovery tools such as Microsoft Power BI (preferred), Qlik, Tableau etc.
• Advanced Excel covering Power pivots and Macros.
• SQL Query for troubleshooting data.
• Ability to tell a story with data and drive data literacy.
• Ability to build good relationships and work cross-functionally.
• High-functioning communication skills (both verbal and written); ability to interface with senior leadership.
• Creative/Innovative thinking.
• Flexible schedule and excellent attendance record.
• Should be amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift).

The Responsibilities:

• Manage day-to-day operation of the MIS team that uses business data and statistical methods to provide insight into business performance and suggest areas and methods of improving operations.
• Implement and oversee the analytical approaches and methodologies.
• Develop strategies, and make suggestions for improvement, insight, and recommendations to management for decision making and strategic planning.
• Control and develop internal/external information sources for business analysis.
• Manage subordinate staff in the day-to-day performance of their jobs.
• Ensure that project/department milestones/goals are met and adhere to approved budgets.
• Extensive knowledge of department processes.
• Perform analytics on operational performance metrics.
• Analyse performance, correlate metrics and drive targeting action plans.
• Provide recommendations to improve account performance.
• Conduct deep dive analysis of the performance.
• Present analysis to stakeholders and clients.
• Supervise personnel under the Department such as MIS Analyst – develop, coach, and motivate personnel on day-to-day activities.
• Maintain strong customer service orientation in dealing with various departments and Department heads.
• Perform other duties that may be requested from time to time.

Knowledge, Skill Set & Qualifications Required (External):

• Background with Workforce facets such as capacity planning, forecasting and other Workforce metrics/calculations – call volumes, AHT, adherence, intraday patterns, root cause analysis.
• Effective communication and interpersonal skills.
• Excellent presentation skills (PowerPoint, Excel, Google sheets etc.).
• Proficient in analysis and interpretation of data.
• Strong leadership abilities and good time management skills.
• Excellent problem-solving and management skills.
• Experienced in managing a team.
• Ability to train junior staff.

Knowledge, Skill Set & Qualifications Required (Internal):

• Must be a regular employee of Ubiquity.
• At least 6 months in their current role.
• Average Scorecard Rating (3 months) should be at least 3.0 or Meets Expectations.
• No active Disciplinary Action (DA).
• Must have solid experience in creating reports and dashboards from scratch.
• Scheduling, Capacity Planning, and Forecasting working knowledge is a plus.
• Excellent presentation skills (PowerPoint, Excel, Google sheets etc.).