This role is responsible for working with cross-functional teams in to
? Create Dashboards, Reports and Management Information/ Business Intelligence presentations for the Departments.
? Plan and Execute Customer Advocacy Programs such as Mystery Shopping, Satisfaction Surveys etc. and collaborate with relevant stakeholders to implement and embed improvements.
? Analyse data to derive meaningful insights and create presentations for management decisions.
Analysts have to
? Be flexible to adapt to changing business needs.
? Generate and distribute periodic and ad-hoc reports and dashboards in an accurate and timely manner.
? Perform data analysis to improve operational efficiency and adherence to SLAs.
? Execute customer advocacy initiatives to gather insights for management decisions and process improvements.
? Analyse and interpret data efficiently and work at pace to deliver positive outcomes.
The key areas of responsibility include:
? Prepare dashboards, reports that enables organization to monitor performance and act for improvements. Develop productivity measures, efficiency analysis using statistical methods and best practices.
? Integrating data from various sources (such as systems, and MIS from various departments) to arrive at meaningful information which enable business to plan and act for current and future needs.
? Coordinate with external parties and identify best practices in analysis and reporting. Map internal systems and suggests methods for implementation of identified practices.
? Deploy economic indicator calculation in line with business strategy and agreed model.
? Assist departments in the setting of targets/Key Performance Indicators and SLAs and in developing appropriate mechanism to measure and report their performance under the supervision of the Senior Manager Business Excellence.
? Monitor the Key Performance Indicators, and SLAs of all departments on a regular basis, focused on identifying deviations from targets, identifying root causes for deviations and work with Department/ Function Leadership to ensure KPIs and SLAs adhere to the defined targets.
? Analyse business process and compare result against the service standards and best practices. Present findings and work with leadership and other personnel to identify and implement actions that will enable the respective departments to achieve set objectives
The qualifications and skills required are the following:
? Bachelor’s Degree, MBA Preferred.
? 5-8 years’ experience in MIS and Analytics, Quality Assurance and Customer Advocacy
? Knowledge of Sales Force (Certification Desirable), Apsona Reporting Tool, Qlikview, Data Analytics
? Language Skills: English (mandatory) and Arabic (preferred)
- Salary Offer $10.000 ~ $20.000
- Experience Level Senior
- Total Years Experience 0-5
- Dropdown field Option 1