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.
• Works with Workforce leaders, Senior Site managers and Sales leaders to create new or modify existing reporting.
• Analyses data to ensure integrity and structures data to help support or provide business recommendations i.e. Performance Metrics
• Responsible for collecting and analysing large amounts of data to enable visualization, 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
• Maintaining and updating trackers for ongoing programs & projects
• Assisting in automating reports by designing macros
• Implementation and management of 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 the 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 - single source of information.

Knowledge, Skill Set & Qualifications Required

• 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 platform
• Strong data analytics and creation of reports
• Experience in automating task/reports that are manual to reduce cycle time and defects.
• Proficient user of Excel, SQL and understanding call center 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 visualization.
• Strong business and collaboration skills and responsiveness to service needs and operational demands.
• Utilization 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 communications 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:

• Manages day to day operation MIS team that use business data and statistical methods to provide insight into business performance and suggest area and methods of improving operations.
• Implements and oversees the analytical approaches and methodologies. Developing strategies, and making suggestions for improvement, insight, and recommendations to management for decision making and strategic planning.
• Controls and develops internal/external information sources for business analysis. Manages subordinate staff in the day-to-day performance of their jobs.
• Ensures that project/department milestones/goals are met and adhering to approved budgets.
• Extensive knowledge of department processes.
• Will be doing analytics on operational performance metrics
• Analyse performance, correlate metrics and drive targeting action plan
• Provide recommendations to improve account performance
• Will be doing a deep dive analysis of the performance
• Give presentation of analysis to stakeholders and clients
• Supervises personnel under the Department such as MIS Analyst – develops, coaches, and motivates personnel on day-to-day activities.
• Maintains strong customer service orientation in dealing with various departments and Department heads.
• Performs 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 presentations 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 dashboard from scratch
• Scheduling, Capacity Planning, and Forecasting working knowledge is a plus
• Excellent presentation skills (Powerpoint, Excel, Google sheets etc.)