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.)

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MIS Analyst