Job Description
ECCO Gulf Majorel Qatar is seeking a dedicated and experienced MIS Specialist to join our dynamic IT team in Doha, Qatar. As a key player in our industry, you will leverage your expertise to manage, analyze, and optimize the MIS systems crucial for our business operations.
- Develop, maintain, and automate operational reports and dashboards across multiple projects (Tele Sales, Customer Service, Collections, etc.).
- Extract, clean, and analyze data from various systems (CRM, dialers, WFM, Excel, databases) to generate meaningful insights.
- Track and report on key KPIs such as SLA, AHT, Conversion Rate, Productivity, Adherence, and Revenue performance.
- Design and deliver daily, weekly, and monthly performance reports for internal management and client governance.
- Conduct deep-dive analysis to identify trends, gaps, and improvement opportunities across operations.
- Support forecasting, capacity planning, and workforce analysis in collaboration with WFM and Operations teams.
- Automate manual reporting processes using advanced Excel (Power Query, Power Pivot, VBA) and/or BI tools (Power BI).
- Ensure data accuracy, consistency, and integrity across all reports and dashboards.
- Provide actionable recommendations based on data insights to improve performance and efficiency.
- Support ad-hoc reporting requests and urgent business analysis requirements.
