Job Details
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Job Description
- Work closely with the management in order to make informed decisions through analysis reports provided.
- On time Daily, Weekly & Monthly delivery of internal and external reports on different aspects of the business
- Adhoc reports and analysis of important KPIs development on timely basis as requested by client or Contact Centre Management
- Analysis of issues facing contact centre and highlighting areas requiring improvements to streamline date collection and report generation
- Provide data driven analysis of business processes shortfalls to identify improvements to customer experience, business efficiency, visibility of business performance
- Implement and analyse data to create daily, weekly, monthly, and quarterly reports
- Communicate and present analytical findings to the management team
- Participates and facilitate at cross-functional team meetings and training's to solve recurring internal customer issues
- Ensure the client receives the assistance needed to implement the recommendations and solutions
- Management and record keeping of important information
- Perform added tasks as per management needs
- 100% quality of reports
- Periodic analysis of data
Job Requirements
Education
- BS in Computer science/Mathematics/Statistics or Quantitative sciences
Experience
- Minimum 3-5 years work experience in reporting & analysis in Contact Center Environment
COMPETENCIES
1- Behavioral/ Personality Specifications required: -
- Good communication skills in Arabic and English
- Should be a team player
- Highly analytical and number driven
- Able to deliver under challenging deadline and work under pressure
2- Essential Skills required: -
- Advanced Microsoft Excel Skills (including Macros)
- Advanced Microsoft Office suite usage e.g. PowerPoint etc.
- Experience with Databases
3- Desired: -
- Experience of automation of reports
- Command of SQL
- Business objects
- Experience with Statistical software
