Job Overview
The MIS analyst is a workforce management role that is mainly responsible for providing value-added reporting services to the organization base through design, creation, support, and analysis of contact centers operations and financial reporting. Other responsibilities include business analysis; report design and modeling; report development, implementation, and post-launch support.
Roles and Responsibilities
- Responsible for data collation and analytics from various sources such as ACD, web-based portal and etc.
- Tasks involved collating of daily historical data and agent level productivity reports
- Develop new reports and modify existing to proactively improve operations efficiency
- Responsible for maintaining and updating agent scorecards to assist operations individual agent key performance indicators
- Responsible for providing in-depth analysis of contact center metrics and KPIs
- Responsible to spearhead automation initiative across workforce management team reports
Qualifications
- Candidate must possess at least a vocational diploma or short course certificate, bachelor's or college degree, any field
- At least 3 years of working experience in the related field is required for this position
- Ability to function in a team environment, providing the necessary support and assistance to various levels from the management team
- Must be available to work rotating schedules including nights and weekends
- Advanced proficiency with Microsoft Office applications, especially in Excel
- Strong analytical skills, understanding complex reporting and data transformations from multiple sources
- Must have a thorough understanding of contact center and workforce management KPI's
- Must have an exceptional verbal and written communication skills with demonstrated ability to research, problem solve, troubleshoot, influence and partner across the organization
- Experience working in a dynamic and fast-paced operating environment
- A strong background using reports development software such Oracle, SQL, and MSRS is highly preferable.
To apply, follow this link https://bit.ly/2JwumFy
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